Manager (Customer Service, Call Centre)
Survey Experience Quality Manager
Location: Clarke Quay (On-site)
Salary: $7,000 - $7,500/month
Contract: 1 Year Contract
Working Hours:
• Mon - Thurs: 8.30AM - 6.00PM
• Fri: 8.30AM - 5.30PM
We are looking for an experienced Survey Experience Quality Manager to lead a quality service team, drive service excellence, and ensure high-quality survey operations while managing key stakeholders and service performance.
Key Responsibilities
- Lead and manage a quality service team to achieve service level targets and KPIs
- Plan workforce requirements and oversee daily operations
- Drive quality standards across inbound and outbound survey services
- Manage customer escalations, investigations, and service recovery
- Partner with internal and external stakeholders to align service expectations
- Conduct call audits, quality reviews, and identify process improvements
- Enhance email templates and service workflows for greater efficiency
- Coach, mentor, and develop team members
- Prepare performance reports and operational updates for management
- Support performance reviews, employee engagement, and talent retention
- Perform other ad-hoc duties as assigned
Requirements
✔ Degree in a relevant discipline or equivalent work experience
✔ 5-7 years of quality service experience, with at least 2 years in a managerial role
✔ Experience in service delivery, operations management, or performance management
✔ Background in call centre operations, data processing, or statistics will be an advantage
✔ Strong stakeholder management and communication skills
✔ Proficient in Microsoft Word, Excel, and PowerPoint
✔ Able to thrive in a fast-paced, high-volume environment
Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOL job application platform - GO Mobile
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