Contact Centre Quality & Data Analyst

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking a capable Customer Service Specialist to manage inquiries via email and phone, ensure timely resolution, and maintain accurate records.

You will coordinate with stakeholders, prepare daily reports, monitor service quality, and contribute to process improvements and data-driven initiatives. Applicants should have 2+ years in contact centre or related roles, strong communication, and proficient Excel skills.

Qualifications

• Singapore Citizen.
• Degree in any discipline.
• Minimum 2 years of experience in a contact centre, customer service, quality assurance, operations, or data-related role.
• Experience handling escalated customer cases.
• Strong communication, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Excel and MS Office applications.
• Experience with CRM or case management systems is an advantage.
• Detail-oriented, organised, and able to manage multiple priorities independently.

Responsibilities

• Manage and respond to customer enquiries via email and phone.
• Ensure timely resolution of cases and adherence to SLA requirements.
• Maintain accurate customer records, survey data, and case notes.
• Coordinate enquiries and follow-ups with relevant stakeholders.
• Prepare daily reports and escalation complex cases when required.
• Monitor service quality, customer satisfaction, and operational performance.
• Support process improvements, SOP updates, and quality initiatives.
• Assist with data analysis, reporting, onboarding, and ad hoc projects.

Skills

Communication

Problem solving

Stakeholder management

Excel

MS Office

CRM

Education

Bachelor's degree

Tools

CRM systems

Job description

PERSOL SINGAPORE PTE. LTD. is seeking a capable Customer Service Specialist to manage inquiries via email and phone, ensure timely resolution, and maintain accurate records.

You will coordinate with stakeholders, prepare daily reports, monitor service quality, and contribute to process improvements and data-driven initiatives. Applicants should have 2+ years in contact centre or related roles, strong communication, and proficient Excel skills.