Plaud - Quality & Customer Experience Specialist - Singapore
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Requirements
• Proven experience in CS QA, Quality Management, or Support Operations. • Possess an outcome-oriented mindset: able to distinguish between Execution Failures vs. System Design Flaws, and Individual Error vs. Process Deficiency. • Familiarity with at least one support domain: Technical Support, Logistics/After-sales, or Platform-specific support (e.g., Amazon Compliance). • Proficient in English with a deep understanding of Western user context and communication nuances.
Responsibilities
• Multi-Channel Quality Audit: Conduct quality sampling and in-depth analysis of support tickets across all channels, including Chat, Email, Messaging, and Amazon. • Performance Evaluation: Evaluate agent performance across multiple dimensions: Accuracy, Compliance, Problem-Solving Efficacy, and Customer Experience (CX). • Root Cause Categorization: Identify and tag issues by source to distinguish between: Controllable Agent Errors (Soft skills, policy knowledge, etc.) / Upstream Bottlenecks (Product defects, logistics delays, or process gaps.) / Systemic Constraints (Tooling limitations or rigid business rules.). • Continuous Improvement: Identify recurring pain points to drive updates in SOPs, training materials, and workflow optimizations. • Cross-Functional Synergy: Collaborate with CS Team Leads, BPO Management, and Ops/Product teams to close the quality loop.
Benefits
• Plaud is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think. • Plaud is a bootstrapped, skyrocketing, profitable company with a $250M revenue run rate achieved in just three years. • Define the next-gen paradigm for human-AI interaction. • Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion. • Work with passionate teammates who value innovation, collaboration, and customer success. • Grow your career in a culture that champions continuous learning and fast career development. • Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere.
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