QA-Driven Client Services Manager

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking a Quality Assurance professional for its customer service operations in Singapore.

The role focuses on driving QA process automation, maintaining quality standards across the CS department, and acting as an internal auditor to calibrate QA graders and enforce policies. The candidate should have 4–6 years of QA experience in livechat and email support, familiarity with call centre operations, and knowledge of COPC and ISO standards.

Qualifications

• Bachelor’s degree or above in a relevant field.
• 4–6 years’ experience in Quality Assurance in a customer service environment with livechat and email support.
• Familiar with Call Centre Operations, QA processes, and recording & quality checks.
• Knowledge of QA COPC and ISO standards.
• Able to perform root cause analysis and drive continuous service quality improvements.
• Excellent English communication; knowledge of an Asian language is a plus.

Responsibilities

• Drive automation, review and optimize QA processes and delivery for quality.
• Ensure quality standards and benchmarks across the CS department.
• Act as Internal Auditor and Calibrator across QA graders, maintaining QA policies.
• Implement QA strategy with scalable processes to monitor team performance.
• Assess quality issues, conduct root cause analysis and develop improvement plans.
• Identify opportunities to streamline QA and coordinate with CS, technical, training, HR.
• Bring QA insights to improve efficiency and effectiveness.

Skills

Quality Assurance

Customer service

Root cause analysis

Problem solving

Education

Bachelor’s degree or above

Tools

QA COPC

ISO standards

Job description

QUESSCORP SINGAPORE PTE. LTD. is seeking a Quality Assurance professional for its customer service operations in Singapore.

The role focuses on driving QA process automation, maintaining quality standards across the CS department, and acting as an internal auditor to calibrate QA graders and enforce policies. The candidate should have 4–6 years of QA experience in livechat and email support, familiarity with call centre operations, and knowledge of COPC and ISO standards.