QA & Process Automation Lead - Customer Care

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

Job summary

QUESSCORP SOLUTIONS PTE. LTD. in Singapore is seeking a quality assurance professional to lead and improve QA processes within the customer service team, emphasizing livechat and email support channels.

You will review quality metrics, implement scalable QA strategies, and drive continuous improvement across the CS department. The ideal candidate has 4–6 years of QA experience in a customer service environment, with knowledge of COPC and ISO standards, strong English communication, and a

Qualifications

• 4–6 years of Quality Assurance experience in a customer service environment with livechat and email support.
• Familiar with Call Centre Operations; experience with recording, quality checks and shift arrangements.
• Knowledge of QA COPC and ISO standards.

Responsibilities

• Drive automation, review and continuously optimize QA processes and delivery to ensure 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 that monitor accuracy and team performance.
• Assess quality issues, perform root cause analysis and develop improvement plans.
• Identify new ways to improve QA work; coordinate with CS, technical, training, HR teams.
• Bring QA insights to streamline processes for efficiency and effectiveness.

Skills

Quality Assurance

Customer service

Livechat

Email support

Root cause analysis

ISO standards

COPC

English communication

Education

Bachelor's degree or above

Job description

QUESSCORP SOLUTIONS PTE. LTD. in Singapore is seeking a quality assurance professional to lead and improve QA processes within the customer service team, emphasizing livechat and email support channels.

You will review quality metrics, implement scalable QA strategies, and drive continuous improvement across the CS department. The ideal candidate has 4–6 years of QA experience in a customer service environment, with knowledge of COPC and ISO standards, strong English communication, and a