Total 5 quality assurance manager job vacancies in Tampines, North East

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

Job Responsibilites

• Manage the overall delivery of the infrastructure project on or ahead of time with all client expectations met.
• Assign resources to deliver the works within budget, time, quality and regulatory standards, monitor and guide workflow, setting daily, weekly and long-term project goals.
• Manage the specialist functions of design, engineering, procurement and construction, manage the interaction of various disciplines and multiple work streams.
• Production planning, review progress against plans, contractual arrangements and delivery milestones to ensure they are on schedule and within quality and cost estimates and take effective remedial action as required.
• Financial Management: Ensure strong contract, commercial and financial risk management, accurate forecasting of both costs and revenue, take corrective action in line with CCCC authority and reporting frameworks and maximise the profit margin for the project.
• Demonstrate leadership in risk management, compliance and auditing and ensure legislative, pre-contract and commercial obligations are met, including compliance with the relevant Building Code.
• Stakeholder management: Ensure that stakeholders are actively engaged and that beneficial relationships between the project and the client, subcontractors, community and other external parties are developed and maintained.
• People management: Monitor staff and labour resourcing to ensure the project has the capability to achieve targets, supervise workforce, including subcontractors and foster a high performance team with a positive employee relations environment.
• Contribute to new business, continuous improvement and broader business activities
• Arrange coordination with LTA and QPS and meeting with subcontractors.
• Coordinate with headquarter and site team to obtain enough resources for the projects
• Organize a proper project management team & plan to carry out the construction works
• Submission of progress report to project manager, client and relevant personnel.
• Ensure compliance with all authorities' regulations, which include BCA, PG, PUB and NEA etc.
• Perform all duties in accordance with company’s polices, processes, systems, reporting and procedures.

Job Requirement:

• Holds a Recognised Degree in Civil Engineering or transportation engineering degree.
• Minimum ten (10) years of experience in construction industry
• At least seven (7) years of experience with main-contractor.
• Able to to lead work with counterparties overseas.
• Possess effective time-management skills to meet deadlines and planned deliverables.

· Ensure compliance with company and industry policies and procedures.

· Maintain fruitful relationships with current customers and establish good relationships with new ones.

· Manage daily operations, especially customer service and finance activities, and make improvements as needed.

· Oversee and manage all aspects of the business such as HR, Sales and Operations.

· Review trade area and identify new market opportunities.

· Keep in line with company growth strategy.

· Meet or exceed company profit goals.· Source, train, coach and develop staff.

· Address customer issues and concerns promptly.

· Good fashion sense and keeping up to date with current trends.

· Good knowledge of retail business.

· Understand the market, competitors and brand environment.

· Assist in any ad-hoc duties when assigned.

Requirements:

· At least 5 years of managerial exposure.

· Excellent communication and writing skills.

· Strong problem solving and analytical skills.

· Excellent organizational and leadership skills.

· Ability to multitask and manage multiple projects at once.

· A drive to reach sales and service goals.

· Ability to strategize and plan ahead.

· Well verse in English and Mandarin to liaise with Mandarin speaking clients.

· Able to work shifts hours/weekends/public holiday.

By submitting your personal data and/or resume, you give consent to collection, use and disclosure of your personal data and/or resume by the company for the purpose of the processing and administration by company relating to this job application.

**We regret to inform that only shortlisted candidates would be notified. **

Job Description: Marketing Manager

Company: Trainer of Champions Gym
Location: Singapore (Island-wide)
Job Type: Full-time

About Us

Trainer of Champions Gym is a leading personal training service in Singapore specializing in bodybuilding and boxing. We are dedicated to helping clients achieve their fitness goals through customized workout plans, meal guidance, and personalized coaching. With training sessions conducted at client-preferred locations, we offer unmatched flexibility and tailored experiences.

We are seeking a proactive and results-driven Marketing Manager to lead our marketing efforts, assist with operational tasks, and ensure smooth financial planning to support our growth in Singapore’s fitness industry.

Key Responsibilities

Strategic Marketing and Branding

• Develop and execute a comprehensive marketing strategy to enhance brand visibility and attract new clients.
• Identify target audiences and create tailored campaigns to promote our personal training services.

Content Creation and Public Relations

• Produce engaging content for digital platforms, including social media, email campaigns, and the company website.
• Leverage past media recognition (The Straits Times, The Epoch Times, Berita Harian) to enhance the brand's credibility.
• Collaborate with influencers and media outlets to secure positive coverage and endorsements.

Operational Support

• Assist in managing day-to-day operations, including coordinating schedules, events, and training logistics.
• Support the team in ensuring seamless delivery of services to clients across various training locations.

Financial Oversight

• Monitor marketing and operational expenses, ensuring adherence to budget allocations.
• Provide regular financial reports and recommend cost-effective strategies to optimize resources.

Performance Tracking and Reporting

• Analyze the effectiveness of marketing campaigns using analytics tools and adjust strategies as needed.

• Position : Project Manager (MRT/LTA)
• Location : Office in Changi, work site depends on project
• Working hours : 5 days work week, Monday- Friday 8:00am – 5:30pm
• Salary (Commensurate with experience): Up to $8500 Basic + AWS + Variable Bonus (twice per year) + 12 days annual leave
• Duration : Permanent
• Industry : Business Consulting ( Building/Construction)

Main Responsibilities:

• Ability to plan, organize, and oversee projects efficiently and effectively
• Oversee the management and operations of the project
• Overall planning and management of project, including job schedule, identify and mobilize resources for the project
• Close monitoring of project resources includes manpower, transportation, equipment and tools
• Oversee that current version of local specifications – e.g. Code of Practice, Singapore Standards are accessible at the point of use
• Ability to lead and motivate a team of professionals to achieve project goals and objectives
• Attend regular site coordination meetings with client/contractors/sub-contractors on project related matters
• Ensure timely submission of monthly progress claim including claim for variation order or additional works to client
• In charge of coordination, administration and management of project site
• Ensure execution of project is in compliance with Project Quality Plan, Project Safety Plan and any other relevant local HSE rules & regulations, client specification and company requirements
• Strong analytical and problem-solving skills to identify and resolve issues that may arise during projects
• Setup and oversee proper project documentation and filing, ensure traceability and availability at all times
• Prepare project quality plan and safety management plan in line with the company standards and project specification
• Ensure the project deliverables (objectives and schedule) are met, within budget and zero lost time injury
• Ensure the requirements as spelt in project Quality Plan are implemented effectively
• Ensure that all corrective action for non-conformance report are properly addressed
• Assist procurement department in sourcing, negotiate and procure materials (installation) and equipment from the vendors
• In consultation with the human resource department recruit, interview and select staff with appropriate skills for the project activities
• Monitor cash flow projections and report actual cash flow and variance to senior management on a regular basis (monthly/bimonthly)
• Proficiency in budgeting and financial management to ensure projects are delivered within allocated resources
• Excellent time management skills to ensure projects are completed within specified timelines and budgets
• Ability to identify and mitigate risks associated with projects to ensure safety and project success
• Strong negotiation skills to liaise with clients, contractors, suppliers, and other stakeholders to achieve favorable project outcomes
• Ability to adapt to changing project requirements and unforeseen circumstances in project
• Prepare and submit monthly, weekly, daily progress report to internal and external stakeholders.
• Providing role clarity to subordinates and ensuring they have a clear understanding of their responsibilities as individuals and as a team to accomplish the work assigned.
• Grooming, coaching, mentoring, and providing timely assistance to subordinates to enhance their performance and address any grievances they may have.
• Providing inputs and support for succession planning of critical roles. Charting out employees future career path along with Project Controller and Business Unit Head.
• Developing future leaders as a part of succession planning for critical roles and implementing employee engagement initiatives at the Project Sites, such as the team building initiatives, Innovation, motivation, and commitment, building effective teams.

Requirement

• Bachelor Degree in relevant engineering with minimum 5 years of relevant working experience as a project manager / Site Manager in MRT / LTA or similar project in Singapore
• Familiar with relevant authorities’ procedure, application and submission for low voltage electrical and extra low voltage (ELV) system required according to the system and regulation requirement.
• Safety training in line with MOM, company requirement and project requirement
• Good project management knowledge and skills
• Training or certification in project management desirable
• Bilingual in English and Mandarin to liaise with Chinese clients who can converse in Mandarin only

Email to [email protected]


Do visit https://lnkd.in/g34RQjP for more job listings.

***We DO NOT charge our candidates any referral fee nor bind them with any contract.***

Joie Chang

Deputy Consulting Director (APAC)

Reg no.: R2090601 | EA No: 13C6684