Quality Assurance, Contact Centre (1-year contract)

DHL Supply Chain; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global logistics provider in Singapore is looking for a Quality Assurance professional for a 1-year contract in their call center. The role involves ensuring compliance with QA standards, conducting call monitoring, and preparing quality reports. Candidates should have a minimum diploma and two years of experience in a customer service or call center environment. This position promotes a diverse and inclusive workplace.

Qualifications

• Minimum 2 years of training experience in a customer service or call centre environment.
• Ability to work independently.

Responsibilities

• Support call centre in managing and executing QA standards.
• Conduct call monitoring of call centre agents.
• Prepare QA dashboard and highlight audit completion.

Skills

Prior experience in call centre QA standards

Proficient in Excel for reporting

Self-motivated

Comfortable communicating in diverse languages

Education

Minimum Diploma in any discipline

Tools

Excel

PowerPoint

Job description

Quality Assurance, Contact Centre (1-year contract)

Support the call centre in managing, implementing and execution of QA standards and processes.

Conduct call monitoring on the calls that have been made by call centre agents/executives to ensure that team comply with scripts, policy and processes.

Conduct daily call-out for survey recovery and gather feedback for service improvement.

Objectively assess and provide constructive feedback on the quality of transactional handling skills of team based on pre-defined criteria.

Hold regular briefing and calibration session, (including 1:1 if required) with stakeholders to provide constructive feedback on vital areas of call quality and performance to ensure quality objectives of call centre and QA scheme are adequately communicated.

Continuously review and fine tune the call centre quality assurance scheme/form to ensure it meets with program directions and requirements.

Prepare QA dashboard and highlight QA audit completion and trends to PM/stakeholders according to frequency stipulated.

Maintain monthly reports and report to management/stakeholders on quality aspects.

Requirements:

Prior experience and knowledge in call centre QA standards preferred

Minimum Diploma of any discipline with 2 years of training experience in a customer service or call centre environment

Proficient in Excel for reporting and Powerpoint for presentation purposes

Self-motivated and ability to work independently

Comfortable communicating in other languages/dialects as you will need to front escalation / cases predominantly from members of the public.

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.

We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.