Customer Experience & Quality Control Manager, Singapore

1. Nature of Engagement & Requirements Remote working arrangement except when need to head down for QC Flexible working hours (no fixed schedule) Responsible for outcomes and quality oversight of assigned students, coaches, and client experience Have swim coach background Have customer service experience Have team managerial experinence
2. Compensation Structure Monthly Stipend (Fixed)
$1,000 per month
Covers all core responsibilities listed in Section 3
Monthly Performance Bonus (Up to $800) Bonus is paid monthly based on achievement of key outcomes:
A. Student Retention Performance - $400 $400 payable if monthly retention rate is
98%
0 payout if 98%
B. Service Quality / Escalations - $400 $400 payable if 2 or fewer escalated cases in the month
0 payout if 2 escalations
Bonus Eligibility Condition - Bonus is only payable if the Contractor has: Fulfilled all core responsibilities in Section 3
Maintained timely and satisfactory execution of duties throughout the month
3. Core Responsibilities (Covered under $1,000 stipend) A. Lesson Quality & Coaching Oversight Conduct minimum 3 quality check (QC) observations per week
Observe lessons and assess teaching quality, student progress, and adherence to SOP
Engage with parents/students for feedback or concerns
Provide feedback and follow-up with coaches after observations/gathering feedback
B. Coach Management Engage regularly with coaches to ensure:
SOP compliance - e.g. Highlight frequent/late cancellations or no shows
Proper student progression
Consistent lesson quality
Communicate updates, reminders, and operational changes to coaches
C. Student Progress & Parent Engagement Understand goals and needs of students
Proactively conduct follow-ups for at least 14 students per week - check in & update on progress after engaging with coach
Maintain communication with parents regarding progress/feedback where necessary
Manage SwimSafer test registration process & post-test outcomes
D. Escalation Handling Receive escalations from admin or coaches regarding:
Lesson quality issues
Parent dissatisfaction
Coach-related concerns, etc
Assess and intervene where necessary to resolve issues professionally
E. Student Transition Plan Plan smooth hand-over of students from one coach to another when needed
Ensure satisfaction through the hand-over and follow up after transition is complete
E. Administration Oversight Supervise admin support staff
Assign and review administrative tasks when required
Ensure administrative accuracy and timeliness in execution of duties
F. Reporting Submit weekly summary report, including:
Student progress updates
Issues / escalations & outcomes
Coach performance observations
Key risks or concerns
Terminations & reasons
H. Retention & Service Improvement Monitor reasons for student termination
Identify patterns and propose improvements to enhance retention and service quality
4. Working Style Expectations Remote and flexible working arrangement
Expected to respond within reasonable timeframes for escalations and operational matters
Focus is on outcomes, consistency, and service quality rather than hours worked
5. Key Performance Indicators (Monthly) 98% student retention rate
2 escalated cases
Minimum QC sessions completed weekly
Minimum student follow-ups completed weekly
Timely submission of weekly reports