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 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 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. 01C4394R1327265 (CHNG JINGWEI)