Quality Assurance Manager (Contact Center)

Manulife; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading financial services provider in Singapore is looking for a Quality Assurance Manager to oversee the quality assurance program within their contact centre. The role involves developing and managing quality assurance strategies, conducting audits, and ensuring compliance. Candidates should have a diploma/degree and 3-5 years of quality assurance experience in a contact centre, with strong leadership and communication skills. This is a hybrid work position offering a supportive environment for personal growth.

Benefits

Career growth opportunities

Flexible work environment

Supportive global team

Qualifications

• 3-5 years of experience in quality assurance in a contact centre environment, with 3 years in a management role.
• Experience working with offshore teams in managing remote quality assurance processes.
• Proficiency in developing audit reports and conducting QA audits.

Responsibilities

• Develop and implement quality assurance strategies for the contact centre.
• Conduct regular QA audits and provide constructive feedback.
• Monitor quality metrics and recommend actionable solutions.

Skills

Analytical skills

Communication skills

Leadership skills

Organizational skills

Education

Diploma/degree holder

Tools

Quality monitoring tools

CRM systems

Job description

The Quality Assurance Manager is responsible for overseeing the quality assurance program within our contact centre, including both onshore and offshore teams. This role involves developing, implementing, and managing quality assurance strategies and processes to ensure that customer interactions meet company standards and enhance customer satisfaction. Additionally, the Quality Assurance Manager will conduct regular QA audits and ensure compliance across all teams.

Position Responsibilities

• Develop and implement a comprehensive quality assurance strategy for the contact centre that aligns with company goals and objectives.
• Design and maintain quality monitoring systems and processes, including the development of evaluation forms and quality scoring metrics.
• Conduct regular QA audits of customer interactions (calls, emails, chats) to ensure adherence to quality standards and identify areas for improvement.
• Oversee the quality assurance activities of both onshore and offshore teams, ensuring consistent application of quality standards.
• Monitor and evaluate customer interactions to provide constructive feedback to contact centre agents across all teams.
• Analyze and report on quality metrics and trends, identifying areas for improvement and recommending actionable solutions.
• Collaborate with contact centre leadership to design and deliver training programs aimed at improving agent performance and customer satisfaction.
• Conduct regular calibration sessions with team leaders and agents to ensure consistency in quality evaluations across all teams.
• Coordinate with offshore teams to ensure alignment with quality assurance processes and objectives.
• Stay informed about industry best practices and emerging trends in quality assurance and customer service.
• Act as a liaison between the contact centre and other departments to ensure a cohesive approach to quality and customer service.
• Drive a culture of continuous improvement and excellence in customer service across the contact centre.

Required Qualifications

• Diploma/degree holder.
• Minimum of 3-5 years of experience in quality assurance within a contact centre environment, with at least 3 years in a management role.
• Experience working with offshore teams and understanding of the dynamics involved in managing remote quality assurance processes.
• Strong understanding of quality assurance processes and methodologies in a customer service setting.
• Experience conducting QA audits and developing audit reports.
• Excellent analytical skills with the ability to interpret data and make strategic recommendations.
• Proven leadership skills with experience in managing and developing a team.
• Exceptional communication and interpersonal skills, with the ability to provide clear and actionable feedback.
• Proficiency in using quality monitoring tools and customer relationship management (CRM) systems.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 https://www.manulifeim.com/institutional/tw/en.

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 [e-mail]。

Working Arrangement

混合式