Customer Experience Quality Analyst

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 50,000 - 75,000; Full time

Job summary

A leading service company seeks a Customer Experience Quality Analyst in Central Singapore to manage and respond to customer survey enquiries. The role emphasizes ensuring the accuracy of survey data and supporting continuous improvement in customer experience quality. Candidates should have 1–2 years of experience in customer service or quality assurance, excellent attention to detail, and strong communication skills. A collaborative environment with stable working hours is offered.

Benefits

Stable weekday working hours

Exposure to customer experience and quality analytics

Collaborative and supportive team environment

Qualifications

• 1–2 years of experience in customer service, quality assurance, operations, or data-related roles.
• Experience handling high-volume email correspondence while maintaining quality standards.
• Proficient in MS Office, especially Excel.

Responsibilities

• Manage and respond to customer survey enquiries via email.
• Ensure accuracy and integrity of customer survey data.
• Coordinate and distribute enquiries to relevant teams for action.

Skills

Customer-centric mindset

Strong written and verbal communication skills

Attention to detail

Problem-solving skills

Tools

MS Office (Excel)

CRM or case management system

Job description

Customer Experience Quality Analyst

📍 Location: Central Singapore

🏢 Department: Quality Service / Contact Centre

🕒 Working Hours: Monday to Friday, 8:30 AM – 6:00 PM

About the Role

We are looking for a detail-oriented and customer-focused Customer Experience Quality Analyst to join our Quality Service team. This role is responsible for managing customer survey enquiries, ensuring survey data accuracy, and supporting continuous improvement in customer experience and service quality.

If you enjoy working with data, resolving customer issues, and collaborating with cross-functional teams, this role will be a strong fit.

Key Responsibilities

• Manage and respond to customer survey enquiries via a dedicated email mailbox.
• Resolve customer issues through professional email communication and follow-up calls when required.
• Ensure accuracy and integrity of customer survey data.
• Maintain and update survey databases with clear and timely case documentation.
• Coordinate and distribute enquiries to relevant internal teams for action.
• Meet Service Level Agreements (SLAs), ensuring all email responses are completed within 5 working days.
• Prepare and share daily summary reports with team leads and management.
• Identify, flag, and escalation complex or sensitive cases appropriately.
• Support the development and maintenance of SOPs and process documentation.
• Analyze contact centre metrics (e.g. CSAT, service levels, data accuracy) and provide improvement insights.
• Assist in onboarding and supporting new team members.

Requirements

• 1–2 years of experience in customer service, quality assurance, operations, or data-related roles.
• Strong written and verbal communication skills with excellent attention to detail.
• Experience handling high-volume email correspondence while maintaining quality standards.
• Customer-centric mindset with good problem‑solving skills.
• Proficient in MS Office (especially Excel); CRM or case management system experience is an advantage.
• Ability to work independently, manage priorities, and collaborate effectively with others.
• Proactive, adaptable, and improvement‑driven attitude.

Why Join Us

• Stable weekday working hours
• Exposure to customer experience and quality analytics
• Collaborative and supportive team environment
• Opportunity to contribute to service excellence and process improvement

Interestedcandidate please click "APPLY" to begin your job search journey andsubmit your CV.

PERSOLSingapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394
R1327265 (CHNG JINGWEI)