Quality Assurance Executive

HL Assurance Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading insurance company in Singapore is seeking a Quality Assurance Executive to enhance customer experience. The role involves monitoring interactions, conducting quality calibrations, and providing coaching to staff. Ideal candidates possess a diploma, good communication skills, and a detail-oriented mindset. This position offers a competitive remuneration package, a 5-day work week, and various employee benefits including insurance coverage. Interested applicants should apply now!

Benefits

Attractive remuneration package

Annual leave entitlement

Outpatient and dental benefits

Group hospitalization and surgical insurance

Personal accident and term life insurance

Qualifications

• Entry-level candidates are welcome to apply.
• Comfortable working independently in a fast-paced environment.
• GI certifications will be an advantage, training support provided.

Responsibilities

• Manage phone & non-phone transaction monitoring.
• Conduct call quality Calibration sessions.
• Perform thorough call investigations.
• Provide service and sales coaching to staff.
• Ensure CPD training hours are fulfilled.
• Stay updated on market regulatory changes.
• Prepare and analyze Quality & Training reports.

Skills

Good communication and presentation skills

Detail-oriented

Self-motivated

Problem analysis

Time management

Multitasking

Education

Diploma/Degree in any discipline

Tools

MS Office

Job description

Kickstart Your Career with Us!
We are looking for enthusiastic and driven individuals who are passionate about customer experience and eager to build a career in the insurance and contact centre industry. As a Quality Assurance Executive, you will gain hands‑on experience in quality assurance, training, and coaching while working closely with experienced leaders.

Job Responsibilities

Reporting to the Head of Contact Centre, you shall be responsible to:

• Manage and assess the phone & non-phone transaction monitoring of Relationship Officers to ensure all customer interactions meet professional, quality and compliance guidelines.

• Conduct call quality Calibration session with Team Leaders and Managers to ensure standardization of compliance auditing and excellent customer satisfaction.

• Perform thorough call investigations and provide call findings on all escalated cases and logged complaints or feedback from customers till resolution.

• Provide service and sales coaching to Contact Centre staff with recommended call scripts to improve staff service delivery and sales production.

• Ensure required CPD training hours for Contact Centre staff are fulfilled.

• Be regularly updated on the market regulatory changes to the PDPA and DNC; recommend initiative to our Company’s practices in alignment of such policies.

• Prepare and analyze Quality & Training reports

• Any other tasks or projects as assigned by the Head of Contact Centre.

Job Requirements

• Diploma/Degree holders in any discipline. Entry‑level candidates are welcome to apply!

• Good communication and presentation skills (both written and verbal).

• A positive, self‑motivated, and detail‑oriented individual with a strong learning attitude.

• Able to multitask, analyze problems, and manage time effectively.

• Comfortable working independently in a fast‑paced environment.

• Proficient in MS Office and basic computer systems.

• GI certifications (BCP, PGI & ComGI) will be an advantage, but not mandatory — training support will be provided.

Other Information and Benefits

• 5‑day work week (9am - 6pm)

• 10-15 mins walk from Tanjong Pagar MRT

• Attractive remuneration package, annual leave entitlement, outpatient and dental benefits, group hospitalization and surgical, personal accident and term life insurance, etc.

Your Career, Our Passion - COME JOIN US NOW!
Interested applicants, please forward your detailed resume, stating qualifications, work experience, availability, current and expected salaries.

We regret that only shortlisted candidates will be notified.