CX Trainer & Quality Enablement Specialist - Singapore

Plaud Inc.; Singapore; Sur place; SGD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Meaningful Ownership (ESOP)

High-Impact Environment

AI productivity tools

Top-spec equipment

Team culture & offsites

Medical insurance

Résumé du poste

Plaud Inc. in Singapore seeks an experienced trainer to design and deliver training for outsourced frontline agents, using AI to draft materials, scaffold SOPs, and ensure production readiness.

You will sample and review agent performance, iterate content after each cohort, and embed best practices into live materials. This role offers ownership via ESOP and exposure to cutting-edge AI tools in a fast-paced, product-driven environment.

Qualifications

• Experience training frontline customer service agents in a BPO or outsourced setting.
• Ability to train via email, live chat, or phone tickets and to teach live queues.
• Near-native English communication, both written and spoken.
• Use AI to draft, organize training material, SOPs and questions; ship own tooling.
• Understand frontline pressures and translate into practical training scenarios.

Responsabilités

• Design, build, and maintain training content and CSC SOPs.
• Deliver new-hire, in-role, and new-product training to outsourced and in-house teams.
• Sample and review agent tickets to improve training materials.
• Iterate materials within three working days after significant changes.
• Leverage AI daily to draft material, generate questions, and train agents on AI copilots.

Connaissances

Frontline training

Customer service training

English proficiency

AI in training

SOP authoring

Training delivery

Outils

Google Forms

Typeform

LMS

Spreadsheets

Description du poste

About Plaud Inc.

Plaud is building the real-world AI interface for professionals to amplify intelligence, elevate productivity and performance, loved by over 2,500,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud captures, structures, and compounds the intelligence generated in conversations — so humans can think better, decide faster, and execute with clarity.

Plaud Inc. is a Delaware-incorporated, San Francisco-based company pushing the boundary of human–AI intelligence through a hardware–software combination. With full ISO 27001, ISO 27701, SOC 2, GDPR, EN18031, and HIPAA compliances, Plaud is committed to the highest standards of data security and privacy protection. To learn more about Plaud, please visithttps://www.plaud.ai and follow along onInstagram,X,Facebook, LinkedIn, andYouTube.

Why You Should Join Us

Plaud is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think.

• Plaud is a bootstrapped, skyrocketing, profitable company with a $300M revenue run rate achieved in just three years.

• Define the next-gen paradigm for human-AI interaction.

• Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion.

• Work with passionate teammates who value innovation, collaboration, and customer success.

• Grow your career in a culture that champions continuous learning and fast career development.

• Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere.

What you will do

• Design, build, and operate the per-agent assessment system: a question bank drawn from real tickets and QA loss points, weekly update-to-question pipeline, defined pass line, and per-agent result tracking — shipped within 90 days and maintained as a live system thereafter.

• Deliver new-hire, in-role, and new-product training to outsourced frontline agent teams and the in-house CS team; run a daily feedback loop during new-hire cohorts and iterate material before the next session.

• Sample and review tickets of agents trained under this seat (formative, not summative) to close the train-deploy-verify loop and feed findings directly back into material and question design — benchmarking training quality against what actually happens in production.

• Author, revise, and maintain training material and CSC SOPs as one of the shared editors; reflect significant process changes within three working days; keep training content and SOP consistent with each other and with the live product.

• Use AI actively in daily production — drafting material, generating and marking questions, organising SOPs — and train agents on how to work with the AI copilot: when to trust a suggestion, how to verify it, what never to send unreviewed, and how to handle a customer who has already been through an AI interaction.

Skills, qualifications and experience we look for

• Demonstrable experience training frontline customer service agents in a BPO or outsourced environment — has stood in front of a BPO floor and knows what frontline agents actually want to hear, how much theory they will tolerate, and what makes them switch off. Not interchangeable with corporate L&D or soft-skills training experience.

• Real frontline customer service exposure — has handled email, live chat, or phone tickets, or has worked alongside those queues closely enough to speak credibly about them in training.

• Near-native spoken and written English: natural, warm, and engaging in front of a room; able to author SOPs and material that agents can retrieve and act on without interpretation. Assessed in the live teaching demo and written exercise.

• AI as part of daily production at two levels: (1) routine use to draft and organise training material, SOPs, and questions; (2) able to design and actually implement the assessment system — question bank, delivery to frontline agents, per-agent result tracking — on existing tools (Google Forms, Typeform, an LMS, a spreadsheet-plus-automation setup) or something assembled independently. Ships their own tooling rather than waiting for it.

• Understands the frontline’s real pressures — how agents behave under a heavy queue, common shortcuts, why an agent bypasses an SOP they know exists — and builds that into scenarios rather than book-correct questions.

What we offer

• Meaningful Ownership An Employee Stock Ownership Plan (ESOP) that gives a real stake in Plaud’s long-term success.

• High-Impact Environment Work in a fast-moving, product-driven environment where your ideas directly shape the future of AI productivity.

• Cutting-Edge AI Tools for Productivity Access to best-in-class AI tools, including Gemini, Claude Code, and other frontier AI systems to maximize engineering and execution efficiency.

• Best-in-Class Equipment Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices for all new hires.

• Team & Culture Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity.

• Medical & Insurance Coverage Comprehensive benefits to protect our employees’ financial security, physical health, and longterm growth. Medical insurance and WICA coverage for all full-time employees.

_ Disclaimer : Plaud is and will continue to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristics._