Quality Assurance; QA) Executive

Start Date:

November 2026

Contract:

Yearly renewable

Working days:
Monday - Friday, office hours

Location:

Clarke Quay

• Handles mailbox enquiries and resolves customers issues via email communication and personalised calls (where applicable).

• Responsible for distributing enquiries and to follow up actionable items to relevant teams, stakeholders, and departments.

• Fulfils the Service Level Agreement (SLA) by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.

• Provides daily email summary report to the Quality Service Manager, management and stakeholders.

• Highlights and escalates challenging issues or complaints received through mailbox channels promptly.

• Ensures prompt filing of on-going or closed cases into the respective folders within shared drive.

• Prepare feedback on service quality across the contact centre and provides recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence.

• Prepare data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to execute strategies and techniques which enhances the overall effectiveness of the contact centre operations.

• Singaporean

• Degree in any field

• 2 years of relevant Level 2 call centre experience, quality assurance, operations, or data-related roles.

• Experience handling escalated cases

• Strong written and verbal communication skills with excellent attention to detail.

• Experience handling high-volume email correspondence while maintaining quality standards.

• Customer-centric mindset with good problem-solving skills.

• Proficient in MS Office (especially Excel); CRM or case management system experience is an advantage.

• Ability to work independently, manage priorities, and collaborate effectively with others.

• Proactive, adaptable, and improvement-driven attitude.