Quality & Training Specialist – Singapore

About the role

The Quality & Training Specialist (QTS) ensures safety policies are applied accurately and consistently across large‑scale operations. Based in Singapore, the role bridges high‑level policy with day‑to‑day execution, focusing on systemic scalability, risk mitigation, and team excellence.

Key responsibilities

• Conduct analytical audits of human moderation to meet accuracy, RCA and appeal success targets.
• Perform deep‑dives into recurring quality issues, execute Root Cause Analysis and deliver actionable feedback.
• Interpret complex safety guidelines, validate benchmark data sets and provide expert judgment on high‑risk cases.
• Lead calibration sessions and collaborate with BPO partners, PPS, PS and OGS teams to ensure policy consistency.
• Manage edge‑case escalations, ensure 100% communication of new policies and operational updates.
• Leverage AI tools, QA dashboards and calibration platforms to generate weekly and monthly performance reports.
• Support or lead training rollouts for policy changes, especially for BPO staff, accounting for roughly 20% of monthly deliverables.
• Work shifts, weekends and public holidays as operational needs dictate.

Required profile

• Minimum 1 year of proven quality assurance experience in trust & safety, compliance or high‑volume operations.
• Strong problem‑solving ability with experience conducting Root Cause Analysis and tracking performance trends.
• Ability to interpret ambiguous policies and provide clear guidance to moderation teams.
• Willingness to work flexible shifts, including weekends and public holidays.

Required skills

• Data analysis
• Root Cause Analysis (RCA)
• Quality Assurance auditing
• AI tool utilization
• QA dashboards and calibration platforms