Quality Assurance Team Lead | Call Centre

Roles & Responsibilities

Working Days : Mon - Fri, Office hours

Duration : Till end Jun 2026

Location : Tanjong Pagar

Responsibilities :

• Develop, implement, and oversee the call center’s quality assurance strategy, policies, and procedures
• Lead and supervise the team in monitoring and evaluating calls
• Analyze call center performance data to identify trends, training needs, and process improvement opportunities
• Collaborate with stakeholders to address quality gaps and enhance agent performance
• Provide regular quality reports, insights, and recommendations to the management
• Ensure compliance with contractual obligations and internal policies
• Drive continuous improvement initiatives to enhance customer satisfaction and agent performance
• Act as the primary point of contact for audits and quality-related escalations
• Perform other ad-hoc duties assigned by the management

Requirements

Interested applicants may WhatsApp at 98739982 to learn more about the role or forward your updated resume to my email at yewcheong.hui@cornerstoneglobalpartners.com

Company Registration Number : 201622755N|EA License : 19C9859| Registration Number : R24124511

Hui Yew Cheong

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Call Center