Total 3 quality assurance job vacancies in SG-Tampines Agency Building

Responsibilities

• Responsible for the quality management of machined products to ensure that product quality
• Ensuring that our internal management systems are well defined and relevant in meeting international standards and customer requirements.
• Lead and monitor the QMS incl. ISO9001 & ISO 14001 quality system certification and promote continuous improvement.
• Lead the quality team to implement quality inspection and control and manage non-conforming products.
• Participate in supplier evaluation and management to ensure the quality of raw materials and purchased parts.

Requirement

• Minimum Bachelor Degree in Mechanical or Industrial Engineering
• At least 7 years of quality management experience in the machining industry
• Proficient in using office software and mintab statistical analysis software, and possessing Six Sigma quality management knowledge and skills, e.g. SPC tools & 8D reports.
• Strong knowledge and experience in leading ISO9001 & ISO 14001 quality system certification.
• Proficiency in English and Chinese, with the ability to communicate effectively with stakeholders in China.

The role of the QA executive is to ensure the standard of service quality at the Contact Center is consistently provided to our customers over various channels of contact i.e. phone emails, web chat etc. Focusing on complexity, non-routine and escalated contacts.

The QA role works to improve customer experience by developing and executing quality assurance processes (review and feedback for our CSOs) that helps CSOs understand and deliver an experience customers expect.

The role calls for one who is passionate in improving customer experience and nurture people to WOW customers.

The jobholder’s responsibilities are:-

Monitoring and Evaluation:

• Conduct quality assessment and transaction monitoring for voice and non-voice interactions handled by Contact Centre team
• Assess quality issues, conduct root cause analysis, recommends insights, develop improvements plans and collaborate with frontline teams to improve quality performance.
• Provide weekly coaching i.e. Face to Face to Individuals and Teams to improve quality performance
• Coordinate and facilitate call calibrations sessions with team leaders and CSOs

Reporting and Feedback:

• Research, understand customer expectations and needs through monitoring and data analysis of customer satisfaction rating responses to provide trend data to management team
• Review existing workflows, SOPs and proactively create and innovate methods to improve service standards and call/email/live chat quality and communicate effectively to frontline teams and management team
• Provide feedback and actionable data to various internal groups like operation managers and team leaders

Process Improvement:

• Analyze CSAT data and provide insights to identify trends and develop actionable plans for service and process improvements
• Collaborate with operations teams to refine workflows and improve customer satisfaction.
• Participate in the development of quality frameworks and scorecards.

Policy and Compliance:

• Ensure compliance to regulatory requirements for both voice and non-voice interactions
• Collaborate with Risk and compliance and other stakeholders to develops standards to ensure the protection of customer data.
• Keep abreast of latest organizational changes in products and processes

Compliment and Complaint Management

• Investigate Complaints and provide recommendations/action plans to prevent future occurrences
• Review and Endorse Compliments to ensure compliance to quality standards
• Actively involved in communication forums conducted by Team Leaders with CSOs

Communications and Collaboration

• Conduct Mystery calls externally and internally to measure/benchmark CC performance and keep up with industry best practices

Undertake any assignments as and when assigned

Job Qualifications:

• Bachelor's Degree/ Diploma
• Insurance Certifications – BCP/PGI/HI/M9 preferred
• 2-5 years relevant experience in working in Contact Center and/or Insurance industry preferred
• Strong in Microsoft Office Suite
• Multi-media (audio, video, web-based systems)
• Familiarity with Contact Centre Management tools, telephony systems and matrix
• Ability to work efficiently in a high demand, team oriented and fast-paced environment
• Excellent listening and analytic Skills
• Self-directed, organized and project a professional image
• Excellent verbal and written communication skill with a strong attention to detail
• Good Customer Service and Motivational Skills
• Strong ability to handle multiple priorities and projects concurrently

Position Summary

Member of Technical Staff, QA (Process Quality Control) is responsible to develop & deploy inspection procedures to ensure conformance of material to be released. Candidates with experience in semiconductor manufacturing environment are encouraged to apply for this position.

Key Responsibilities:

• Develop, plan & coordinate incoming/outgoing process and procedure.
• Ensure conformance according to ISO / IATF standards.
• Establish, implement & maintain processes & tools for inspection.
• Manage inspectors for execution of daily operational inspection aligned to Production Plan.
• Setup reporting procedure & ensure systematic recording of quality issues and defects.
• Work with relevant departments to uphold product quality, manage costs and ensure customer satisfaction.
• Conduct analysis of quality data to identify potential systemic issues & initiate improvements.
• Core member in new product / process introduction to ensure safe launch.
• Other ad-hoc activities assigned by the reporting manager.

Requirements:

• Bachelor’s Degree in any Engineering discipline.
• At least 5 years of relevant experience in semiconduction production & inspection processes.
• Well-versed with inspection plans, interpret drawings & deployment of analysis tools such as OGP (optical gaging) and even design customized jigs to aid inspection process.
• Working knowledge of MSA, GR&R, FMEA, Control Plan, SPC & 8D, JMP or Minitab, SAP, Tableau.
• Possesses the analytical ability to structure processes and procedures, identify trends and patterns, as well as resourcefulness to propose solutions.
• Demonstrate commitment to high levels of quality and customer satisfaction.