PERSOL SINGAPORE PTE. LTD. Hiring! Full Time Manager (Customer Service, Call Centre) in Central Region (Singapore), Earn up to SGD 7,000 - Ricebowl

Survey Experience Quality Manager

Location: Clarke Quay (On-site)
Salary: $7,000 - $7,500/month
Contract: 1 Year Contract
Working Hours:
• Mon - Thurs: 8.30AM - 6.00PM
• Fri: 8.30AM - 5.30PM

We are looking for an experienced Survey Experience Quality Manager to lead a quality service team, drive service excellence, and ensure high-quality survey operations while managing key stakeholders and service performance.

Key Responsibilities

• Lead and manage a quality service team to achieve service level targets and KPIs
• Plan workforce requirements and oversee daily operations
• Drive quality standards across inbound and outbound survey services
• Manage customer escalations, investigations, and service recovery
• Partner with internal and external stakeholders to align service expectations
• Conduct call audits, quality reviews, and identify process improvements
• Enhance email templates and service workflows for greater efficiency
• Coach, mentor, and develop team members
• Prepare performance reports and operational updates for management
• Support performance reviews, employee engagement, and talent retention
• Perform other ad-hoc duties as assigned

Requirements

Degree in a relevant discipline or equivalent work experience
5-7 years of quality service experience, with at least 2 years in a managerial role
Experience in service delivery, operations management, or performance management
Background in call centre operations, data processing, or statistics will be an advantage
Strong stakeholder management and communication skills
Proficient in Microsoft Word, Excel, and PowerPoint
Able to thrive in a fast-paced, high-volume environment

Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOL job application platform - GO Mobile

We regret to inform that only shortlisted candidates will be notified.

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