Overview

We are seeking an experienced Quality Assurance Lead to drive service excellence within a contact centre environment. This role is responsible for designing and implementing quality frameworks, ensuring adherence to service standards, and continuously improving customer experience outcomes.

You will play a key role in fostering an excellent service culture, coaching Customer Service Officers (CSOs), and partnering with stakeholders to enhance operational quality and customer satisfaction.

Responsibilities

• Develop and implement a comprehensive service quality plan, including quality assurance measures, performance indicators, governance structure, and evaluation methods
• Ensure alignment with contractual requirements, service standards, and KPIs
• Conduct transaction monitoring audits in accordance with defined marking guidelines
• Perform monthly and ad-hoc internal audits to ensure compliance with service standards and policies
• Execute investigations into service lapses and provide corrective action plans
• Identify performance gaps and provide targeted coaching to CSOs, including one-to-one sessions
• Collaborate with Team Leaders and Trainers to implement quality improvement initiatives and reward programmes
• Manage and review customer satisfaction surveys, including post-call survey validation
• Conduct follow-ups on low-rated surveys to identify root causes and improvement areas
• Analyse trends in complaints, service lapses, and recurring issues to recommend improvements
• Prepare and deliver timely QA reports, insights, and recommendations to stakeholders
• Maintain feedback trackers and provide regular updates on service quality issues
• Work closely with internal stakeholders to drive continuous improvement initiatives
• Develop and share quality-related materials such as infographics and communication content
• Provide backup support for Trainer responsibilities when required

Requirements

• Diploma or equivalent qualification, with minimum 3 years of experience in a contact centre or customer service environment, preferably in a quality assurance or audit role
• Solid knowledge of quality assurance methodologies, tools, and service quality frameworks
• Experience in transaction monitoring, coaching, and performance improvement within a contact centre setting
• Excellent analytical skills with the ability to interpret data, identify trends, and drive improvements
• Keen attention to detail and ability to manage large datasets and reports
• Good understanding of customer service KPIs, audit standards, and operational processes
• Effective communication and stakeholder management skills, with the ability to influence and coach team members
• Proficient in Microsoft Office tools, particularly Excel for data analysis and reporting
• Ability to work independently in a fast-paced environment and manage multiple priorities

Interested candidates may send in their resume and cover letter directly to [email protected] (R1434374), stating the position as the subject title in the email.

Jireli Gem Mejia Cabria | EA License No. 02C3423 | Personnel Registration No. R1434374

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