Quality & Customer Experience Specialist

About the role

Join Plaud’s fast‑growing team in Singapore as a Quality & Customer Experience Specialist. You will ensure that support interactions across chat, email, messaging and Amazon meet the highest standards of accuracy, compliance and customer satisfaction.

Key responsibilities

• Conduct multi‑channel quality audits and deep‑dive analyses of support tickets.
• Evaluate agent performance on accuracy, compliance, problem‑solving efficacy and overall CX.
• Identify root‑cause categories: controllable agent errors, upstream bottlenecks, and systemic constraints.
• Drive continuous improvement by updating SOPs, training materials and workflows.
• Collaborate with CS team leads, BPO managers and product/operations teams to close the quality loop.

Required profile

• Proven experience in customer‑service quality assurance, quality management or support operations.
• Outcome‑oriented mindset able to distinguish execution failures from design flaws.
• Familiarity with at least one support domain such as technical support, logistics/after‑sales or platform‑specific support (e.g., Amazon compliance).
• Fluent English with strong understanding of Western user communication nuances.

Required skills

What we offer

• Opportunity to work with cutting‑edge AI tools and influence global expansion.
• Competitive compensation and exposure to a high‑growth, profitable tech company.
• Collaborative culture that values innovation, continuous learning and fast career development.