Head of Service Quality & Customer Experience (Contact Centre)

ADECCO PERSONNEL PTE LTD; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A prominent recruitment agency in Singapore is seeking a Head of Service Quality & Customer Experience for their retail contact center. The ideal candidate will have at least 10 years of experience in service quality or customer experience, alongside strong skills in complaint management and data analytics. You will be responsible for driving the service quality strategy, overseeing complaint management, and leading team managers. This role requires strong decision-making capabilities and attention to detail.

Qualifications

• Minimum 10 years of experience in service quality/customer experience/complaint management.
• Experience managing regulatory and senior-level escalations.
• High attention to detail and decision-making capability under pressure.

Responsibilities

• Drive the overall service quality strategy.
• Oversee complaint and escalation management.
• Manage regulatory-related escalations.
• Use data analytics to identify trends.
• Lead and develop team managers.
• Collaborate with stakeholders to protect reputation.

Skills

Service quality management

Customer experience enhancement

Complaint management

Data analytics

Leadership

Education

Minimum degree in any discipline

Job description

Our client, with a strong local presence in Asia, is looking to hire a Head of Service Quality & Customer Experience for their retail contact center.

about the job

• Drive the overall service quality strategy, including monitoring customer satisfaction metrics and implementing improvement initiatives.
• Oversee end to end complaint and escalation management, ensuring effective tracking, root-cause analysis and corrective actions.
• Manage complex and regulatory-related escalations, providing guidance and ensuring timely responses.
• Use data analytics to identify trends, performance gaps and opportunities to enhance customer experience and operational efficiency.
• Lead and develop team managers, fostering strong performance, accountability and engagement.
• Collaborate with internal and external stakeholders to maintain alignment and protect organizational reputation.

skills and experience required

• Minimum degree in any discipline.
• Minimum 10 years of experience in service quality / customer experience / complaint management.
• Experience managing regulatory and senior-level escalations.
• High attention to detail, resilience and strong decision making capability under pressure.

.We regret to inform you that only shortlisted applicants will be notified.

To apply online please use the apply function, alternatively you may contact Reenie at 6697 7943 / [HIDDEN TEXT] for a confidential discussion.

EA: 91C2918 | R2198716