Manager (Customer Service, Call Centre)
Survey Experience Quality Manager
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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PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg. R25159218 (Teoh Ying Ying)
PERSOL is Asia-Pacific’s leading Staffing and HR solutions partner, operating across 13 markets with deep local insight and regional scale. With more than 80 offices and decades of experience, we deliver integrated workforce solutions that are tailored, tech-enabled, and designed for the dynamic world of work.
We combine human expertise with smart technology to help organisations solve workforce challenges, unlock potential, and stay ahead of change. From recruitment and talent management to workforce strategy and advisory, our collaborative approach puts your goals at the centre.
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