Quality Assurance & Service Excellence Analyst

PERSOL; Singapore; Presencial; SGD 48.000 - 72.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Effective written and verbal comms

Attention to detail

Customer-centric mindset

Problem-solving

Independent with priorities

Team collaboration

Educación

Degree in any field

Herramientas

MS Office

Excel

CRM

Case management system

Descripción del empleo

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.