Contact Centre Service Quality Executive

Job Summary:

You will work closely with Management to analyse, plan and implement customer-oriented programmes.


  • Reports to the contact centre manager

  • Responsible to attain excellent service quality across the call centre.

  • Assist to review all processes, identify improvements and make recommendations to improve the overall performance.

  • To ensure that all evaluators are well-calibrated for call monitoring

  • Perform call audits, coach & motivate staff

  • Conduct trainings & regular knowledge sharing meetings to share important lessons learnt and information

  • Maintain Knowledge-Base Repository

  • Involved in ad-hoc projects as assigned by manager


  • Diploma or Degree holder preferred

  • At least 3 years working experience in a contact / call centre environment

  • Possess excellent customer service, communication, training and interpersonal skills

  • Strong command of English and Mandarin/Malay/Tamil (to liaise with Mandarin/Malay/Tamil speaking clients)

  • Proficient in MS Office applications, especially power point & excel.

  • Able to work in a fast paced environment

  • High standards of customer service, honesty and integrity

  • Ability to work independently and as part of a diverse team

  • Matured workers are welcome to apply

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