Call Centre Quality Executive / Customer Service Quality Executive

Key Responsibilities

• Manage and respond to customer enquiries via email and phone.
• Ensure timely resolution of cases and adherence to SLA requirements.
• Maintain accurate customer records, survey data, and case notes.
• Coordinate enquiries and follow-ups with relevant stakeholders.
• Prepare daily reports and escalate complex cases when required.
• Monitor service quality, customer satisfaction, and operational performance.
• Support process improvements, SOP updates, and quality initiatives.
• Assist with data analysis, reporting, onboarding, and ad hoc projects.

Requirements

• Singapore Citizen.
• Degree in any discipline.
• Minimum 2 years of experience in a contact centre, customer service, quality assurance, operations, or data-related role.
• Experience handling escalated customer cases.
• Strong communication, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Excel and MS Office applications.
• Experience with CRM or case management systems is an advantage.
• Detail-oriented, organised, and able to manage multiple priorities independently.