Operation Lead Regional (Quality Assurance)
On-site · Singapore, Singapore
Job Summary
Lead regional quality assurance activities for a world-leading smart mobility SaaS company. Monitor operational processes and team interactions to ensure accuracy, compliance with QA standards, and efficiency; collaborate with Operations, Team Leaders, and Training teams to drive customer experience improvements; provide coaching points to agents and team leaders; prepare and consolidate daily, weekly, and monthly QA reports and scorecards; identify performance trends and gaps and recommend improvement plans; conduct call calibrations to ensure scoring consistency; assist in investigating customer complaints and service-related issues; ensure activities comply with internal policies and regulatory requirements.
Required Qualifications
- Diploma or Degree in Business Administration, Communications, or related field
- Minimum 1–3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections environment
- Experience in evaluating calls and preparing QA reports is an advantage
- Strong communication and interpersonal skills
- Proficient in Microsoft Excel, Word, and reporting tools
- Able to work independently and collaboratively in a fast-paced environment
- Strong attention to detail and ability to maintain confidentiality
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