Customer Experience Quality Analyst

Customer Experience Quality Analyst 📍 Location: Central Singapore 🏢 Department: Quality Service / Contact Centre 🕒 Working Hours: Monday to Friday, 8:30 AM – 6:00 PM About the Role We are looking for a detail-oriented and customer-focused Customer Experience Quality Analyst to join our Quality Service team. This role is responsible for managing customer survey enquiries, ensuring survey data accuracy, and supporting continuous improvement in customer experience and service quality. If you enjoy working with data, resolving customer issues, and collaborating with cross-functional teams, this role will be a strong fit. Key Responsibilities • Manage and respond to customer survey enquiries via a dedicated email mailbox. • Resolve customer issues through professional email communication and follow-up calls when required. • Ensure accuracy and integrity of customer survey data. • Maintain and update survey databases with clear and timely case documentation. • Coordinate and distribute enquiries to relevant internal teams for action. • Meet Service Level Agreements (SLAs), ensuring all email responses are completed within 5 working days. • Prepare and share daily summary reports with team leads and management. • Identify, flag, and escalate complex or sensitive cases appropriately. • Support the development and maintenance of SOPs and process documentation. • Analyze contact centre metrics (e.g. CSAT, service levels, data accuracy) and provide improvement insights. • Assist in onboarding and supporting new team members. Requirements • 1–2 years of experience in customer service, quality assurance, operations, or data-related roles. • Strong written and verbal communication skills with excellent attention to detail. • Experience handling high-volume email correspondence while maintaining quality standards. • Customer-centric mindset with good problem-solving skills. • Proficient in MS Office (especially Excel); CRM or case management system experience is an advantage. • Ability to work independently, manage priorities, and collaborate effectively with others. • Proactive, adaptable, and improvement-driven attitude. Why Join Us • Stable weekday working hours • Exposure to customer experience and quality analytics • Collaborative and supportive team environment • Opportunity to contribute to service excellence and process improvement Interested candidate please click "APPLY" to begin your job search journey and submit your CV. PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394 R1327265 (CHNG JINGWEI)