Senior TQA Executive: Elevating Training & Quality

EPOS Pte. Ltd.; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

EPOS Pte. Ltd.

is seeking a Senior TQA Executive (Training & Quality Assurance) to drive training effectiveness across our customer service operations, evaluating training delivery and trainer performance while identifying gaps to ensure new hires deliver high-quality support across voice, chat and email. You will collaborate with Customer Service, Training and QA teams to enhance service quality, monitor post-training readiness, calibrate evaluations, and lead data-driven improvements in CSAT,

Qualifications

• At least 3 years in customer service, training, quality assurance, or related operational support functions.
• 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 capabilities.
• Detail-oriented with the ability to work independently in a fast-paced environment.
• Experience in fintech, payments, e-commerce, or contact center environments is a plus.

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.

Skills

Training audits

Quality evaluations

Analytical skills

Data-driven mindset

Stakeholder management

Communication skills

Job description

EPOS Pte. Ltd.

is seeking a Senior TQA Executive (Training & Quality Assurance) to drive training effectiveness across our customer service operations, evaluating training delivery and trainer performance while identifying gaps to ensure new hires deliver high-quality support across voice, chat and email. You will collaborate with Customer Service, Training and QA teams to enhance service quality, monitor post-training readiness, calibrate evaluations, and lead data-driven improvements in CSAT,