Contact Centre Quality & Training Lead

AGAPE CP HOLDINGS PTE. LTD.; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

AGAPE CP HOLDINGS PTE. LTD. is seeking a Supervisory Trainer for the CSO programme. You will manage CSO performance, ensure quality, and coordinate audits and trainings to keep the team skilled and responsive.

The role requires strong English communication, ability to train, and at least two years of supervisory experience in contact centre or customer service. Diploma or higher is expected.

Qualifications

• Ability to train CSO on systems and programme information.
• Self-driven with strong interpersonal and communication skills.
• Excellent English communication; other languages may be required.
• Diploma qualification or above is required.
• At least 2 years of supervisory experience in contact centre or customer service.

Responsibilities

• Manage performance and service quality of CSO.
• Ensure CSO under TL supervision are well trained and provide timely responses.
• Oversee day-to-day case management and liaise with stakeholders.
• Perform quality audits on CSO handling the programme.
• Train CSO using provided resources; develop quizzes and checks.
• Lead the team, identify developmental needs, and provide support.
• Coordinate information dissemination with stakeholders.
• Monitor query arrival patterns and inform client of increases.
• Conduct regular audits on CSO programme quality.
• Support CSO proficiency and knowledge; handle complex cases with Ptcp/MoP.
• Provide feedback and recommendations on service delivery.

Skills

Interpersonal skills

Communication skills

English proficiency

Other languages

Excel skills

Initiative

Independent work

Team supervision

Education

Diploma or above

Tools

Microsoft Excel

Job description

AGAPE CP HOLDINGS PTE. LTD. is seeking a Supervisory Trainer for the CSO programme. You will manage CSO performance, ensure quality, and coordinate audits and trainings to keep the team skilled and responsive.

The role requires strong English communication, ability to train, and at least two years of supervisory experience in contact centre or customer service. Diploma or higher is expected.