Quality & Knowledge Specialist for Service Excellence

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD.; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. is hiring a Quality & Knowledge Management Specialist to ensure high-quality service experiences across the Customer Engagement Centers.

You will evaluate associate interactions and maintain accurate knowledge content to guide performance and operational consistency. You will combine quality assurance evaluation with knowledge management tasks such as creating and updating knowledge articles, supporting calibration sessions, and partnering with

Qualifications

• High school diploma or equivalent.
• At least 1 year of related work experience.

Responsibilities

• Evaluate customer interactions across supported channels.
• Review quality evaluation results and document findings.
• Identify recurring issues and opportunities through quality reviews.
• Participate in calibration sessions for evaluation consistency.
• Support quality assurance through data collection and documentation.
• Create, edit, publish, and maintain knowledge articles and resources.
• Translate policies and updates into knowledge materials for associates.
• Review knowledge content based on business changes and feedback.
• Audit knowledge materials for accuracy and duplication.
• Analyze results and gaps to improve content.
• Monitor content usage to drive continuous improvement.
• Collaborate with stakeholders to validate updates.

Skills

Quality Assurance

Knowledge Management

Data Analysis

Content Curation

SQL Programming

Communication

Education

High school diploma/G.E.D. equivalent

Tools

SQL

Job description

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. is hiring a Quality & Knowledge Management Specialist to ensure high-quality service experiences across the Customer Engagement Centers.

You will evaluate associate interactions and maintain accurate knowledge content to guide performance and operational consistency. You will combine quality assurance evaluation with knowledge management tasks such as creating and updating knowledge articles, supporting calibration sessions, and partnering with