Total 3 job vacancies by EPOS

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 with Customer Service, Training, and QA teams to enhance overall service quality and training effectiveness
• Monitor and evaluate new hires’ post-training performance and onboarding readiness
• Facilitate calibration sessions to ensure consistency and alignment in training and quality evaluations
• Analyze operational metrics such as CSAT, QA scores, productivity, and error trends to drive data-backed improvements
• Support the continuous enhancement of training materials, SOPs, knowledge bases, and quality frameworks
• Participate in process improvement initiatives to strengthen customer experience and operational efficiency

Key Requirements

• Minimum 3 years of experience in Customer Service, Training, Quality Assurance, or related operational support functions
• Strong understanding of customer service operations, including voice, email, and chat support environments
• Experience in training audits, coaching, quality evaluations, or performance management
• Strong analytical and problem-solving skills with a data-driven mindset
• Excellent communication and stakeholder management skills
• Detail-oriented with the ability to identify performance gaps and improvement opportunities
• Able to work independently in a fast-paced and dynamic environment
• Experience within fintech, payments, e-commerce, or contact center environments will be an added advantage

We are looking for a Project & Quality Control (QC) Lead to oversee and coordinate projects from pre-project preparation to post-project completion.

This role will work closely with internal Team Leads to ensure all project processes are executed according to company standards, timelines, and quality expectations. The Project & QC Manager will also track project progress, maintain documentation, and identify opportunities to improve project efficiency and quality.

Key Responsibilities
Project Coordination

• Coordinate project activities from pre-project preparation to post-project completion.
• Work closely with Team Leads to ensure project processes are executed according to defined workflows and timelines.
• Support cross-team coordination to ensure smooth project implementation.

Quality Control & Process Compliance

• Ensure project activities follow the company’s standard operating procedures (SOPs).
• Monitor project execution to maintain quality standards.
• Ensure project readiness before key milestones.

Project Tracking & Documentation

• Maintain proper records of project setup and implementation details.
• Track project status, progress, and completion across different teams.
• Ensure accurate documentation and reporting for project visibility.

Performance Monitoring & Improvement

• Monitor project outcomes after completion to ensure smooth operations.
• Identify recurring issues or operational gaps and recommend improvements.
• Prepare reports on project status, results, and improvement areas.

Requirements

• Experience in project coordination, operations, or implementation roles.
• Strong organizational and project tracking skills.
• Detail-oriented with strong focus on quality control and process management.
• Ability to coordinate with multiple teams and stakeholders.
• Strong communication and problem-solving skills.

Project & QC Lead

We are looking for a Project & Quality Control (QC) Lead to oversee and coordinate projects from pre-project preparation to post-project completion.

This role will work closely with internal Team Leads to ensure all project processes are executed according to company standards, timelines, and quality expectations. The Project & QC Manager will also track project progress, maintain documentation, and identify opportunities to improve project efficiency and quality.

Key Responsibilities

Project Coordination

• Coordinate project activities from pre-project preparation to post-project completion.
  
• Work closely with Team Leads to ensure project processes are executed according to defined workflows and timelines.
  
• Support cross-team coordination to ensure smooth project implementation.
  

Quality Control & Process Compliance

• Ensure project activities follow the company’s standard operating procedures (SOPs).
  
• Monitor project execution to maintain quality standards.
  
• Ensure project readiness before key milestones.
  
  

Project Tracking & Documentation

• Maintain proper records of project setup and implementation details.
  
• Track project status, progress, and completion across different teams.
  
• Ensure accurate documentation and reporting for project visibility.
  
  

Performance Monitoring & Improvement

• Monitor project outcomes after completion to ensure smooth operations.
  
• Identify recurring issues or operational gaps and recommend improvements.
  
• Prepare reports on project status, results, and improvement areas.

• Experience in project coordination, operations, or implementation roles.
  
• Strong organizational and project tracking skills.
  
• Detail-oriented with strong focus on quality control and process management.
  
• Ability to coordinate with multiple teams and stakeholders.
  
• Strong communication and problem-solving skills.