Working Days: Mon - Fri, Office hours
Duration: Till end Jun 2026
Location: Tanjong Pagar
Responsibilities:
- Monitor and evaluate calls to assess service quality, script adherence, and professionalism
- Score and document agent performance based on predefined quality parameters and guidelines
- Provide constructive feedback and coaching support to agents to enhance performance and customer experience
- Identify training needs and recommend targeted development programs
- Maintain detailed records of call evaluations, quality reports, and performance trends
- Ensure compliance with organizational policies, contractual obligations, and customer service protocols
- Collaborate closely with the QA Team Lead on quality improvement initiatives, and support the updating of evaluation forms and quality standards as required
- Perform other ad-hoc duties assigned by the management
Requirements:
- Min.
Diploma / Degree or equivalent work experience in customer service or quality assurance - Minimum 2 years of experience in a quality assurance or customer service role within a call center environment
- Strong written and verbal communication skills
- Strong listening, analytical and critical thinking skills
- High attention to detail and ability to manage multiple tasks in a fast-paced environment
- Proficiency in MS Office (Excel, Word, PowerPoint) and call monitoring tools
Interested applicants may forward your updated resume to my email at
**We regret to inform that only shortlisted candidates would be notified.
Company Registration Number: N|EA License: 19C9859| Registration Number: R
Hui Yew Cheong