Quality Assurance Team Lead | Call Centre | Central

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

Job summary

A leading recruitment firm in Singapore is seeking a Quality Assurance Team Lead to develop and oversee quality assurance strategies in a call center. The ideal candidate has 3–5 years of experience in this field, strong leadership skills, and proficiency in MS Office and call monitoring tools. Join a dynamic team focused on enhancing customer satisfaction and agent performance.

Qualifications

• 3–5 years of experience in call center quality assurance, with at least 2-3 years in a supervisory or lead role.
• Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

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

Skills

Leadership

Analytical skills

Problem-solving

Communication

Time management

Education

Diploma or Bachelor’s degree in customer service or quality assurance

Tools

MS Office (Excel, Word, PowerPoint)

Call monitoring tools

Job description

Quality Assurance Team Lead | Call Centre | Central

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 may forward your updated resume to my email at *************@cornerstoneglobalpartners.com

We regret to inform that only shortlisted candidates would be notified.

Company Registration Number: 201622755N|EA License: 19C9859| Registration Number: R24124511