Senior TQA Executive (Training & Quality Assurance)

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

Senior 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

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