Senior TQA Executive (Training & Quality Assurance)
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 wi
