Service Quality Executive

Responsibilities:

Training

• Conduct training for new-hires for the project.
• Provide regular training and guidance to the operations team and on quality standards and best practices.
• Conduct back-to-work refresher training for agents who have been away from work.
• Collaborate with stakeholders to identify learning needs, design training programs aligned with departmental strategies and organizational goals, and foster strong learning partnerships.
• Lead the curation of training materials including online resources and external training programmes.
• Facilitate inter-team discussions based on post-training evaluation and feedback.
• Document learning outcomes from knowledge management systems, report activities and capture information systematically.

Quality Assurance

• Monitor andevaluate the quality of different service channels to ensure compliance with organizational standards and guidelines.
• Conduct regularaudits, prepare quality reports, and recommend improvements to enhance efficiency and customer satisfaction.
• Develop andmaintain quality control policies, training materials, and operational documentation.
• Collaborate withthe operations team to identify root causes of process inefficiencies and implement corrective actions.
• Participate in newand improvement initiatives for the contact centre to deliver above-and-beyond service standards.
• Closely work with clients on improvements of the overall quality performance

Data Analysis

• Analyze evaluation data to identify trends, root causes, and performance gaps, and develop targeted improvement plans in collaboration with operations.
• Establish initiatives for continuous improvement, supporting a cycle of feedback, action, and reassessment.
• Gather additional feedback from TMs and Customer Satisfaction Surveys where feasible, and integrate findings into quality assurance analysis.
• Conduct regular meetings with management, operations and clients to discuss findings, track improvement efforts, and refine focus for future evaluations.
• Develop dashboards or reporting systems that provide business units with easy access to quality metrics, trends, and improvement status.

Leadership

• Act as a role model for professionalism, resilience, and adaptability, fostering a culture of accountability and excellence.
• Ability to inspire confidence and trust among peers.
• Strong decision-making skills with fairness and consistency.
• Capable of leading discussions, driving change, and influencing outcomes across departments.

Requirements:

• Proficiency in data analysistools (e.g., Excel, Tableau, Power BI) and strong analytical skills.
• Excellent verbal and writtencommunication skills with an ability to convey data insights in a clear and actionable manner is a plus.
• Strong collaboration skills,with experience working with training or operational teams.
• Demonstrated ability to setperformance benchmarks, track progress, and drive continuous improvement efforts.
• Detail-oriented with stronganalytical and problem-solving skills.
• Excellent communication andinterpersonal abilities.

Other Information:

• Monthly basic salary range of $3,200 to $4,600
• 5 days work-week
• Official working hours are from 8.30am to 5.30pm
• Workplace is near Ubi and Macpherson MRT station