Training & Quality Specialist

About the role

We are looking for a Training & Quality Specialist to design, build and operate an assessment system for our frontline agents in Singapore. You will deliver new‑hire and ongoing training, create and maintain SOPs, and use AI tools to enhance learning materials.

Key responsibilities

• Design, build and maintain a per‑agent assessment system using real tickets and QA data, with weekly updates and result tracking.
• Deliver new‑hire, in‑role and product training to outsourced frontline agents and internal customer‑service teams, incorporating daily feedback loops.
• Sample and review tickets from trained agents to close the train‑deploy‑verify loop and continuously improve training content.
• Author, revise and keep training materials and SOPs up‑to‑date, reflecting process changes within three working days.
• Leverage AI tools to draft materials, generate questions, and train agents on effective AI‑copilot usage.

Required profile

• Proven experience designing and delivering training for frontline customer‑service agents.
• Strong analytical mindset with ability to translate ticket data into actionable training content.
• Excellent written communication and ability to maintain up‑to‑date SOPs.
• Comfortable working in a fast‑moving, data‑driven environment.

Required skills

What we offer

• Competitive market‑based compensation.
• Opportunity to work with cutting‑edge AI tools and influence global expansion.
• Fast‑paced career growth in a profitable, bootstrapped company.