Training & Quality Specialist - Singapore

About Plaud Inc. Plaud is building the real-world AI interface for professionals to amplify intelligence, elevate productivity and performance, loved by over 2,500,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud captures, structures, and compounds the intelligence generated in conversations — so humans can think better, decide faster, and execute with clarity. Plaud Inc. is a Delaware-incorporated, San Francisco-based company pushing the boundary of human–AI intelligence through a hardware–software combination. With full ISO 27001, ISO 27701, SOC 2, GDPR, EN18031, and HIPAA compliances, Plaud is committed to the highest standards of data security and privacy protection. To learn more about Plaud, please visit https://www.plaud.ai and follow along on Instagram , X , Facebook , LinkedIn , and YouTube .   Why You Should Join Us 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 $300M 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.

Design, build, and operate the per-agent assessment system: a question bank drawn from real tickets and QA loss points, weekly update-to-question pipeline, defined pass line, and per-agent result tracking — shipped within 90 days and maintained as a live system thereafter. Deliver new-hire, in-role, and new-product training to outsourced frontline agent teams and the in-house CS team; run a daily feedback loop during new-hire cohorts and iterate material before the next session. Sample and review tickets of agents trained under this seat (formative, not summative) to close the train-deploy-verify loop and feed findings directly back into material and question design — benchmarking training quality against what actually happens in production. Author, revise, and maintain training material and CSC SOPs as one of the shared editors; reflect significant process changes within three working days; keep training content and SOP consistent with each other and with the live product. Use AI actively in daily production — drafting material, generating and marking questions, organising SOPs — and train agents on how to work with the AI copilot: when to trust a suggestion, how to verify it, what never to send unreviewed, and how to handle a customer who has already been through an AI interaction. Skills, qualifications and experience we look for Demonstrable experience training frontline customer service agents in a BPO or outsourced environment — has stood in front of a BPO floor and knows what frontline agents actually want to hear, how much theory they will tolerate, and what makes them switch off. Not interchangeable with corporate L&D or soft-skills training experience. Real frontline customer service exposure — has handled email, live chat, or phone tickets, or has worked alongside those queues closely enough to speak credibly about them in training. Near-native spoken and written English: natural, warm, and engaging in front of a room; able to author SOPs and material that agents can retrieve and act on without interpretation. Assessed in the live teaching demo and written exercise. AI as part of daily production at two levels: (1) routine use to draft and organise training material, SOPs, and questions; (2) able to design and actually implement the assessment system — question bank, delivery to frontline agents, per-agent result