Survey Experience Lead: Data, Quality & Field Coaching

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 41,000 - 49,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking a Survey Experience Supervisor for its Novena office. This yearly-renewable contract role involves coordinating survey operations and leading a team to meet service levels and KPIs.

The role requires a Diploma in Business/Marketing or related field, 1–2 years of call-centre leadership, strong communication, and data-entry proficiency. Weekend work may be required; confidentiality is essential.

Qualifications

• Diploma in Business, Marketing or related field.
• 1–2 years of leadership experience in a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Proficient in MS Office (Excel, Word) and data entry tools.
• Weekend availability as required by project schedules.
• High attention to detail and confidentiality.

Responsibilities

• Support Project Manager in attaining goals of assigned surveys.
• Lead a team to meet service levels and timelines.
• Ensure daily KPIs are achieved.
• Serve as SME for assigned surveys.
• Handle hotline and mailbox enquiries.
• Audit data entry for accuracy in the system.
• Manage escalations/complaints via service recovery calls.
• Assist Quality Service Manager with escalations and incident reporting.
• Conduct field visits with junior team members.
• Conduct call audits for scripts and professionalism.
• Coach team for continuous improvement in standards and quality.
• Set goals and conduct year-end appraisals.
• Perform ad-hoc duties as assigned.

Skills

Leadership experience

Communication

Time management

Education

Diploma in Business/Marketing or related field

Tools

MS Office

Data entry tools

Job description

PERSOL SINGAPORE PTE. LTD. is seeking a Survey Experience Supervisor for its Novena office. This yearly-renewable contract role involves coordinating survey operations and leading a team to meet service levels and KPIs.

The role requires a Diploma in Business/Marketing or related field, 1–2 years of call-centre leadership, strong communication, and data-entry proficiency. Weekend work may be required; confidentiality is essential.