Survey Experience Quality Manager (1-Year Contract)

Survey Experience Quality Manager (1-Year Contract) Location: Clarke Quay (On-site), Call Centre Environment Role Overview This role leads a quality service team to ensure high service standards, effective escalation management, and strong stakeholder communication across survey operations. Key Responsibilities Lead and manage a team to meet service levels and performance targets Plan workforce needs, set KPIs, and manage daily operations Drive quality standards across inbound and outbound survey services Manage internal and external escalations, including investigations and service recovery Work closely with stakeholders to align service expectations and timelines Conduct call audits, quality checks, and process improvements Improve email templates and service workflows for better efficiency Coach, mentor, and develop team members Prepare regular reports for management and stakeholders Support performance reviews, talent retention, and recognition initiatives Handle ad-hoc duties as required Requirements Degree in a related field (or strong relevant experience) 5–7 years of quality service experience, including at least 2 years in a managerial role Experience in service delivery, performance metrics, or operations management Background in call centres, data processing, or statistics is an advantage Strong communication and stakeholder management skills Proficient in MS Word, Excel, and PowerPoint Able to work in a fast-paced environment and manage high service volumes Must complete required training and pass assessment before deployment Singaporeans only