Operation Lead

Job Summary

This role sits within a global smart mobility SaaS business serving more than 2,000,000 subscribers across 23 countries. The company is seeking an Operation Lead focused on Quality Assurance to support a collaborative, energetic, and fast-scaling team where people are encouraged to contribute ideas that improve innovation and efficiency.

Key Responsibilities

• Track day-to-day operational workflows and team interactions to confirm accuracy, compliance, efficiency, and alignment with quality assurance standards and internal procedures.
• Partner with the Operations, Team Leader, and Training functions to strengthen customer experience and improve operational performance.
• Share prompt feedback and coaching inputs with agents and team leaders to help lift individual and team performance.
• Compile and organize QA reports and scorecards on a daily, weekly, and monthly basis.
• Spot recurring issues, performance patterns, and service gaps, then propose practical improvement actions.
• Facilitate call calibration sessions with relevant stakeholders to maintain consistent and fair scoring.
• Support investigations into customer complaints and service-related matters when needed.
• Make sure all work follows internal policies, regulatory obligations, and call centre and collections guidelines.

Requirements

• A Diploma or Degree in Business Administration, Communications, or a closely related discipline.
• At least 1 to 3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections environments.
• Prior exposure to call evaluation and QA report preparation will be considered an advantage.
• Strong verbal and written communication, along with solid interpersonal skills.
• Good analytical thinking and problem-solving ability.
• Comfortable using Microsoft Excel, Word, and reporting tools.
• Ability to work independently as well as with others in a busy, fast-moving environment.
• High attention to detail and a strong sense of confidentiality.

Additional Information

This is a full-time onsite role based in Singapore, Singapore.