Quality Assurance, Contact Centre (1-year contract)

DHL Germany; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading logistics company in Singapore is seeking a Quality Assurance Coordinator for its call centre. Responsibilities include managing QA standards, conducting call monitoring, and preparing reports. Candidates should have a Diploma and at least 2 years of experience in customer service. The ideal applicant is self-motivated with proficiency in Excel and PowerPoint, and can communicate effectively in multiple languages. This position values diversity and inclusivity among its workforce.

Qualifications

• Prior experience and knowledge in call centre QA standards preferred.
• Minimum 2 years training experience in a customer service or call centre environment.
• Self-motivated with the ability to work independently.

Responsibilities

• Support the call centre in managing QA standards and processes.
• Conduct call monitoring and provide feedback based on defined criteria.
• Prepare QA dashboard and maintain monthly reports.

Skills

Call centre QA standards

Proficient in Excel

PowerPoint for presentations

Self-motivated

Communication in multiple languages/dialects

Education

Diploma in any discipline

Job description

About us

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

Responsibilities

• Support the call centre in managing, implementing and execution of QA standards and processes.
• Conduct call monitoring on the calls (primarily in English, Mandarin and dialect) 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.