Quality Assurance (QA) Executive (Mon-Fri)

PERSOL; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

PERSOL in Clarke Quay seeks a customer-centred professional to handle mailbox enquiries and resolve issues via email and calls. You will distribute inquiries to relevant teams, meet 5-working-day SLA targets, and provide daily summaries to management.

The role requires a degree, 2 years in related fields, and strong written/verbal communication with attention to detail. Office-based role with weekday hours.

Qualifications

• Singaporean with degree in any field.
• 2 years of relevant Level 2 call centre experience, quality assurance, operations, or data-related roles.
• Strong written and verbal communication with excellent attention to detail.
• Experience handling escalated cases; high-volume email handling; customer-centric mindset.

Responsibilities

• Handle mailbox enquiries and resolve customer issues via email communication and personalised calls.
• Distribute enquiries and follow up actionable items with relevant teams and departments.
• Fulfils the SLA by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.
• Provides daily email summary report to the Quality Service Manager, management and stakeholders.
• Highlights and escalates challenging issues or complaints received through mailbox channels promptly.
• Ensures prompt filing of on-going or closed cases into the respective folders within shared drive.
• Prepare feedback on service quality and provide recommendations to improve productivity and customer satisfaction.
• Prepare data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to execute strategies.

Skills

Effective written and verbal comms

Attention to detail

Customer-centric mindset

Problem-solving

Independent with priorities

Team collaboration

Education

Degree in any field

Tools

MS Office

Excel

CRM

Case management system

Job description

Start Date: November 2026

Contract: Yearly renewable

Working days: Monday - Friday, office hours
Location: Clarke Quay

• Handles mailbox enquiries and resolves customers issues via email communication and personalised calls (where applicable).

• Responsible for distributing enquiries and to follow up actionable items to relevant teams, stakeholders, and departments.

• Fulfils the Service Level Agreement (SLA) by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.

• Provides daily email summary report to the Quality Service Manager, management and stakeholders.

• Highlights and escalates challenging issues or complaints received through mailbox channels promptly.

• Ensures prompt filing of on-going or closed cases into the respective folders within shared drive.

• Prepare feedback on service quality across the contact centre and provides recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence.

• Prepare data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to execute strategies and techniques which enhances the overall effectiveness of the contact centre operations.

Requirements

• Singaporean

• Degree in any field

• 2 years of relevant Level 2 call centre experience, quality assurance, operations, or data-related roles.

• Experience handling escalated cases

• Strong written and verbal communication skills with excellent attention to detail.

• Experience handling high-volume email correspondence while maintaining quality standards.

• Customer-centric mindset with good problem-solving skills.

• Proficient in MS Office (especially Excel); CRM or case management system experience is an advantage.

• Ability to work independently, manage priorities, and collaborate effectively with others.

• Proactive, adaptable, and improvement-driven attitude.