- 経験
- 1–3 yrs
- 給料
- —
- 求人情報
- 1
- 投稿済み
- 1時間前
- Work mode
- 在任中
- 教育
- Diploma or Degree in Business Administration, Communications, or related field
- Eligibility
- Candidates with a Diploma or Degree in Business Administration, Communications, or a related field, and 1 to 3 years of relevant experience in QA, call centre, customer service, or collections are suitable for this position.
- Resume
- Required to apply
Where you'll work
仕事内容
Job Summary
This role sits within a global smart mobility SaaS business serving more than 2,000,000 subscribers across 23 countries. The company is seeking an Operation Lead focused on Quality Assurance to support a collaborative, energetic, and fast-scaling team where people are encouraged to contribute ideas that improve innovation and efficiency.
Key Responsibilities
- Track day-to-day operational workflows and team interactions to confirm accuracy, compliance, efficiency, and alignment with quality assurance standards and internal procedures.
- Partner with the Operations, Team Leader, and Training functions to strengthen customer experience and improve operational performance.
- Share prompt feedback and coaching inputs with agents and team leaders to help lift individual and team performance.
- Compile and organize QA reports and scorecards on a daily, weekly, and monthly basis.
- Spot recurring issues, performance patterns, and service gaps, then propose practical improvement actions.
- Facilitate call calibration sessions with relevant stakeholders to maintain consistent and fair scoring.
- Support investigations into customer complaints and service-related matters when needed.
- Make sure all work follows internal policies, regulatory obligations, and call centre and collections guidelines.
Requirements
- A Diploma or Degree in Business Administration, Communications, or a closely related discipline.
- At least 1 to 3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections environments.
- Prior exposure to call evaluation and QA report preparation will be considered an advantage.
- Strong verbal and written communication, along with solid interpersonal skills.
- Good analytical thinking and problem-solving ability.
- Comfortable using Microsoft Excel, Word, and reporting tools.
- Ability to work independently as well as with others in a busy, fast-moving environment.
- High attention to detail and a strong sense of confidentiality.
Additional Information
This is a full-time onsite role based in Singapore, Singapore.