Senior TQA Executive (Training & Quality Assurance)

About this role

Sr TQA Executive (Training & Quality Assurance)

About EPOS

Backed by Ant International, a global leader in digital payments, digitisation, and financial technology solutions), EPOS, part of its global merchant payment services Antom, is a leading Point-of-Sale (POS) digital solutions provider based in Singapore.

Job Summary

We are looking for a Senior TQA Executive (Training & Quality Assurance) to drive training effectiveness and quality excellence across customer service operations. This role is responsible for evaluating training delivery, assessing trainer performance, identifying operational gaps, and ensuring new hires are equipped to deliver high-quality customer support across voice, chat, and email channels. The ideal candidate is analytical, detail-oriented, and passionate about continuous improvement within customer experience operations.

Key Responsibilities

Conduct audits and evaluations of customer service training sessions across voice, chat, and email support channels
Assess trainer effectiveness and provide structured, actionable feedback to improve training delivery standards
Identify gaps between training outcomes and actual operational performance, and recommend improvement initiatives
Collaborate closely with Customer Service, Training, and QA teams to enhance overall service quality and training effectiveness
Monitor and evaluate new hires’ post-training performance and onboarding readiness
Facilitate calibration sessions to ensure consistency and alignment in training and quality evaluations
Analyze operational metrics such as CSAT, QA scores, productivity, and error trends to drive data-backed improvements
Support the continuous enhancement of training materials, SOPs, knowledge bases, and quality frameworks
Participate in process improvement initiatives to strengthen customer experience and operational efficiency

Requirements
Key Requirements

Minimum 3 years of experience in Customer Service, Training, Quality Assurance, or related operational support functions
Strong understanding of customer service operations, including voice, email, and chat support environments
Experience in training audits, coaching, quality evaluations, or performance management
Strong analytical and problem-solving skills with a data-driven mindset
Excellent communication and stakeholder management skills
Detail-oriented with the ability to identify performance gaps and improvement opportunities
Able to work independently in a fast-paced and dynamic environment
Experience within fintech, payments, e-commerce, or contact center environments will be an added advantage