Job Description

Lead the execution of the Customer Service Quality Assurance Framework, ensuring consistency, fairness, and adherence to approved quality standards.
Oversee quality monitoring activities, calibration exercises, appeals and quality governance processes.
Ensure quality assessments are conducted accurately, objectively and supported by sufficient evidence.
Maintain the integrity of QA methodologies, scorecards, sampling approaches, and review standards.

Lead, coach, and develop the QA team to achieve quality, productivity, and professional development objectives.
Conduct regular performance reviews, coaching sessions, and capability-building initiatives.
Drive a culture of accountability, critical thinking, and continuous improvement within the QA function.
Ensure consistent interpretation and application of quality standards across the team.

Analyze quality findings, customer pain points, operational risks, and emerging trends to identify improvement opportunities.
Prepare and present quality performance reports, root cause analyses, and actionable recommendations to management.
Monitor quality-related risks, compliance concerns, and recurring service failures, escalating material findings where necessary.
Support internal audits, regulatory reviews, and management reporting requirements.

Drive quality improvement initiatives aimed at enhancing customer experience, service consistency, operational effectiveness, and compliance outcomes.
Identify process gaps, knowledge deficiencies, policy ambiguities, and control weaknesses impacting service quality.
Partner with Operations, Training, Knowledge Management, Product, Compliance and other stakeholders to implement sustainable improvements.
Track and measure the effectiveness of corrective actions and quality improvement initiatives.

Act as a trusted advisor to operational leaders on quality-related matters and performance improvement opportunities.
Provide quality-driven recommendations to support coaching strategies, knowledge improvements, process enhancements, and customer experience initiatives.
Facilitate stakeholder discussions, calibration sessions, and forums to ensure alignment on quality expectations and standards.
Support the implementation of quality-related systems, tools, and automation initiatives where applicable.

Support departmental projects, strategic initiatives, and transformation programs as assigned.
Perform any other duties reasonably assigned by management to support business and operational objectives.

Requirements

Bachelor's Degree in Business Administration, Customer Experience, Quality Management, Operations Management, or a related field. Relevant equivalent experience may be considered.
Minimum 5 years of experience in Quality Assurance, Customer Service Operations, Complaints Management, Operational Excellence, Process Improvement, or a related function, with at least 2 years in a supervisory or people leadership role.
Strong understanding of Quality Assurance frameworks, governance principles, quality calibration, coaching methodologies, and performance management practices.
Demonstrated ability to analyze operational data, identify trends, conduct root cause analysis, and develop actionable improvement plans.
Strong stakeholder management skills with the ability to collaborate effectively across Operations, Training, Compliance, Product and Management teams.
Excellent communication, presentation, and report-writing skills, with the ability to translate quality findings into meaningful business insights.
Proven experience leading quality improvement, customer experience, operational excellence, or process optimization initiatives.
Strong problem-solving, decision-making, and critical-thinking capabilities.
Experience in regulated industries such as Financial Services, Fintech, Banking, Insurance, or E-Commerce is preferred.
Experience with quality monitoring systems, customer service platforms, reporting tools, and data visualization tools is an advantage.

Customer Service QA Supervisor - ShopeePay/Monee