QA-Driven Client Services Leader

QUESS SELECTION & SERVICES PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

QUESS SELECTION & SERVICES PTE. LTD. in Singapore is seeking a Quality Assurance leader for customer service operations.

You will drive automation, review QA processes, and ensure top quality across chat and email support. You will act as internal auditor and calibrator for QA graders, implement scalable QA strategies, conduct root cause analyses, and collaborate with CS, technical, training, and HR teams to raise service quality.

Qualifications

• Bachelor's degree or above with 4–6 years QA in a customer service environment
• Experience with live chat and email support
• Familiar with Call Centre Operations; recording and QA checks
• Knowledge of COPC and ISO standards
• Ability to perform root cause analysis and drive continuous improvement

Responsibilities

• Drive automation, review and continuously optimize QA processes and delivery to uphold quality standards
• Ensure quality standards and benchmarks across the CS department
• Act as Internal Auditor and Calibrator across QA graders; maintain QA policies and metrics
• Implement QA strategy with scalable processes to monitor team performance
• Assess quality issues, perform root cause analysis and develop improvement plans with relevant teams
• Identify new QA improvements and coordinate with CS, technical, training and HR teams
• Bring QA insights to streamline processes for efficiency and effectiveness

Skills

Quality Assurance

Root cause analysis

Process improvement

Call Center Operations

English communication

Proactive collaboration

Education

Bachelor's degree or above

Job description

QUESS SELECTION & SERVICES PTE. LTD. in Singapore is seeking a Quality Assurance leader for customer service operations.

You will drive automation, review QA processes, and ensure top quality across chat and email support. You will act as internal auditor and calibrator for QA graders, implement scalable QA strategies, conduct root cause analyses, and collaborate with CS, technical, training, and HR teams to raise service quality.