Quality Manager (Call Centre) 1 Year Contract Up $7.5K
Quality Manager (Call Centre)
Contract Duration: 1 Year Contract, Up $7.5K
Location: Clarke Quay (On-site)
Working Hours: 8.30AM - 6.00PM (Mon - Thurs), 8.30AM - 5.30PM (Fri)
Role Overview
This role leads a quality service team to ensure high service standards, effective escalation management, and strong stakeholder communication across survey operations.
Key Responsibilities
- Lead and manage a team to meet service levels and performance targets
- Plan workforce needs, set KPIs, and manage daily operations
- Drive quality standards across inbound and outbound survey services
- Manage internal and external escalations, including investigations and service recovery
- Work closely with stakeholders to align service expectations and timelines
- Conduct call audits, quality checks, and process improvements
- Improve email templates and service workflows for better efficiency
- Coach, mentor, and develop team members
- Prepare regular reports for management and stakeholders
- Support performance reviews, talent retention, and recognition initiatives
- Handle ad-hoc duties as required
Requirements
- Degree in a related field (or strong relevant experience)
- 5–7 years of quality service experience, including at least 2 years in a managerial role
- Experience in service delivery, performance metrics, or operations management
- Background in call centres, data processing, or statistics is an advantage
- Strong communication and stakeholder management skills
- Proficient in MS Word, Excel, and PowerPoint
- Able to work in a fast-paced environment and manage high service volumes
- Must complete required training and pass assessment before deployment
- Singaporeans only