Quality Assurance Team Lead | Call Centre

Cornerstone Global Partners; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Quality Assurance Team Lead for their call center. The role involves developing and overseeing quality assurance strategies, leading a team to monitor calls, and analyzing performance data to enhance customer satisfaction. Ideal candidates will have 3–5 years of call center QA experience and strong leadership skills. Competitive compensation and a dynamic work environment are offered.

Qualifications

• 3–5 years of experience in call center quality assurance with supervisory experience.
• Strong leadership and people management skills.
• Proficiency in data analysis and reporting.

Responsibilities

• Develop and oversee the call center’s quality assurance strategy.
• Lead the team in monitoring and evaluating calls.
• Provide regular quality reports to management.

Skills

Leadership skills

Analytical abilities

Communication skills

Education

Diploma or Bachelor’s degree in relevant field

Tools

MS Office (Excel, Word, PowerPoint)

Call monitoring tools

Job description

Quality Assurance Team Lead | Call Centre

Responsibilities

Develop, implement, and oversee the call center’s quality assurance strategy, policies, and procedures

Lead and supervise the team in monitoring and evaluating calls

Analyze call center performance data to identify trends, training needs, and process improvement opportunities

Collaborate with stakeholders to address quality gaps and enhance agent performance

Provide regular quality reports, insights, and recommendations to the management

Ensure compliance with contractual obligations and internal policies

Drive continuous improvement initiatives to enhance customer satisfaction and agent performance

Act as the primary point of contact for audits and quality-related escalations

Perform other ad-hoc duties assigned by the management

Requirements

Diploma or Bachelor’s degree or equivalent work experience in customer service or quality assurance

3–5 years of experience in call center quality assurance, with at least 2-3 years in a supervisory or lead role

Strong leadership and people management skills

Excellent analytical, problem-solving, and decision-making abilities

Outstanding verbal and written communication skills

Proficiency in MS Office (Excel, Word, PowerPoint) and call monitoring tools

Ability to work in a fast-paced environment and manage multiple priorities

Interested applicants, please what's app at Xiu Xia +65 90176*** to find out more about the role.
You can forward your updated resume to **********@cornerstoneglobalpartners.com

Company Registration Number: 201622755N | EA Licence: 19C9859 | Lim Xiu Xia