ICT Quality Assurance Tester

CORNERSTONE GLOBAL PARTNERS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global recruitment firm in Singapore is seeking a Quality Specialist to conduct quality monitoring across SMB programs in the APAC region. The role involves performing audits, providing evaluation feedback, and delivering quality insights to drive improvement. The ideal candidate should have a degree or equivalent experience, at least 2 years in quality auditing within a call center, and be bilingual in English and another APAC language. Strong communication and critical thinking skills are essential.

Qualifications

• Minimum of 2 years' quality auditing experience in a call center environment.
• Strong understanding of call center quality frameworks and methodologies.
• Ability to perform effectively in a fast-paced environment.

Responsibilities

• Perform audits on recorded client interactions and provide evaluation feedback.
• Conduct regular calibration sessions for evaluation alignment.
• Identify trends and proactively provide insights for improvement.

Skills

Quality auditing

Interpersonal skills

Communication skills

Bilingual (English and another APAC language)

Attention to detail

Education

Bachelor’s degree or equivalent practical experience

Job description

Role Overview

The Quality Specialist is responsible for conducting quality transaction monitoring across SMB programs for internal stakeholders and external vendors in the APAC region. This role delivers high-level market and quality insights in close collaboration with Call Center Quality Managers and Experience Program Managers to drive continuous improvement.

The ideal candidate has experience across both Customer Service and Sales environments and demonstrates a strong understanding of APAC market nuances relevant to the supported market. Success in this role requires strong critical-thinking and problem-solving skills, as well as the ability to thrive in a fast-paced, evolving environment.

Key Responsibilities

• Perform audits on recorded client interactions and provide evaluation feedback through the Quality Management System (QMS)
• Conduct regular 1:1 or group calibration sessions to ensure evaluation alignment with business requirements
• Support the implementation and management of Quality Management standards and processes aligned with global frameworks and local market needs
• Identify trends and potential risk areas, and proactively highlight insights to drive improvement
• Maintain an accurate and up-to-date library of sample calls and chats
• Deliver bi-weekly QA dashboards outlining audit completion, key findings, and quality trends to stakeholders

Requirements

• Bachelor’s degree preferred or equivalent practical experience
• Minimum of 2 years’ quality auditing experience in a call center environment
• Strong understanding of call center quality frameworks and methodologies
• Excellent interpersonal and communication skills
• Bilingual: fluent in English and at least one additional APAC language (spoken and written)
• Self-motivated, adaptable, and comfortable working with ambiguity
• Ability to perform effectively in a fast-paced environment
• Strong attention to detail

Preferred Qualifications

• Coaching experience
• Knowledge of digital advertising
• Experience conducting root cause analysis and issue drill-downs

If you believe you fit the requirements for the role,please submit your application below or drop us an email directly quoting the job title.

Due to an anticipated high volume of applicants, we regret that onlyshortlisted candidates will be notified. The information provided is for recruitment purposes only.

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Cornerstone Global Partners (EA License Number:19C9859) is an affirmative equal-opportunity employer and recruitment firm. Weevaluate qualified applicants without regard to race, colour, religion, creed,gender, sexual orientation, gender identity, marital status, national origin,age, veteran status, disability, or any other protected class.

Eugene Then
[e-mail]

EA Registration Number: R22104742.

Cornerstone Global Partners Pte Ltd (EA License:19C9859)