Training Quality Analyst

1 week ago

Singapore Go-Jek Singapore Pte Ltd Full time

About the Role The Training Quality Analyst plays a crucial role in upholding and elevating the service excellence standards across our Care organization. This individual is responsible for assessing, analyzing, and enhancing the quality of interactions between our customer service agents and our users—both customers and driver‐partners—across multiple support channels. The Training Quality Analyst not only drives quality assurance through monitoring and analytics but also strengthens team capabilities through training interventions and process documentation. A key aspect of this role involves maintaining and updating the Knowledge Base to ensure accuracy, accessibility, and alignment with evolving business processes—enabling consistent and efficient support delivery while driving process improvement initiatives that reduce DSAT and improve efficiency. What You Will Do Analyze quality evaluation data and DSAT trends to identify behavioral, procedural, or knowledge gaps, and recommend targeted solutions. Perform "review the reviewer" audits to ensure alignment and consistency across internal and vendor QA teams. Facilitate calibration sessions with internal and external stakeholders to standardize scoring, expectations, and definitions of quality. Partner with our vendor Training Team to design, update, and deliver learning modules, coaching sessions, and refreshers based on QA insights. Maintain and continuously update Knowledge Base (KB) articles, workflows, and SOPs to reflect current processes, policy changes, and best practices. What You Will Need At least 2 years' experience in Quality Assurance / Training / Coaching within a service or contact centre environment Proficient computer skills, Google Suite, and Lark Outstanding customer service skills and dedication to providing exceptional customer care Strict adherence to company philosophy and mission statement Must be a self‐motivator and self‐starter Able to multitask, prioritize, and manage time efficiently Excellent verbal and written communication, listening and analytical skills Able to analyze problems and strategize for better solutions Good interpersonal skills and communication with all levels of management (internal and external)About the Team The Service Excellence team, an integral part of the Gojek Singapore team, is dedicated to providing end‐to‐end support for our valued driver‐partners and customers. Collaborating closely with operations and product teams, we aim to ensure a smooth experience for users at every stage, continuously seeking improvement. Our relentless pursuit of improvement drives us to constantly innovate and refine our processes. Furthermore, as a cohesive unit, we prioritize not just the company's advancement, but also the individual development, welfare, and unity among our team members. About GoTo Group GoTo Group is the largest digital ecosystem in Indonesia with its mission to "Empower Progress" by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on‐demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and

  • Training Quality Analyst

    1 week ago

    Singapore GoTo Group Full time

    About the Role The Training Quality Analyst plays a crucial role in upholding and elevating the service excellence standards across our Care organization. This individual is responsible for assessing, analyzing, and enhancing the quality of interactions between our customer service agents and our users—both customers and driver-partners—across multiple...

  • Gojek - Training Quality Analyst

    1 week ago

    Singapore GoTo Group Full time

    Training Quality Analyst - Gojek (GoTo Group)Join to apply for the Training Quality Analyst role at GoTo Group. About The Role The Training Quality Analyst plays a crucial role in upholding and elevating the service excellence standards across our Care organization. This individual is responsible for assessing, analyzing, and enhancing the quality of...

  • Training Quality Analyst

    22 hours ago

    Singapore GoTo Group Full time $60,000 - $120,000 per year

    About the Role The Training Quality Analyst plays a crucial role in upholding and elevating the service excellence standards across our Care organization. This individual is responsible for assessing, analyzing, and enhancing the quality of interactions between our customer service agents and our users—both customers and driver-partners—across multiple...

  • Lead Complaints and Training Analyst

    1 week ago

    Singapore Coinbase Full time

    Ready to be pushed beyond what you think you're capable of?At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we're seeking a very specific...

  • Quality Assurance Executive

    3 days ago

    Singapore QUALITY MEAT PTE. LTD. Full time

    **Responsibilities**: - Work closely with all production team on the production process and oversee the day-to-day operations to ensure compliance with AVA, NEA HACCP guidelines and ISO standards - Perform the creation and revision of corporate level quality documents that support GMP operations to ensure compliance with GMP guidelines - Assist to...

  • Software Quality Engineer

    2 weeks ago

    Singapore AC P. COMPUTER TRAINING & CONSULTANCY PTE LTD Full time

    **As a Software Quality Engineer, you will get to**: - Assist Product Owner and Business Analyst to craft out user story acceptance criteria - Analyse and decompose complicated software systems, and design a holistic test strategy - Conduct research on emerging technologies and develop test automation framework - Develop test suites of test scenarios and...

  • Lead Quality Analyst

    2 days ago

    Singapore Thoughtworks Full time

    Join to apply for the Lead Quality Analyst role at Thoughtworks . Thoughtworks Singapore will be shortlisting applicants who have a current right to work in Singapore, i.e. Singapore Citizens and Singapore Permanent Residents only. Woven between all the stages of the delivery process is the work of a Quality Analyst: the technologist who focuses on the...

  • Training Centre Manager

    1 week ago

    Singapore EON Consulting & Training Full time

    **Responsibilities** - Oversee training sales and marketing functions - Support training admin in securing logistics for courses - Oversee system support for learners - Oversee evaluation and assessment of learners - Ensure upkeep of learning management system - Evaluate industry landscape and identify courses to develop - Work closely with course developers...

  • Content Quality Analyst

    3 days ago

    Singapore Dow Jones Full time

    Position Title: Content Quality Analyst, R&C Managed Services Reports to: Manager, Quality Assurance, R&C Managed Services - When you join Dow Jones you become part of one of the most dynamic news and information companies in the world. This position is part of DJ’s Data Strategy Group, which collects and integrates proprietary data and third-party...

  • Training Centre Operations Executive

    1 week ago

    Singapore EON Consulting & Training Full time

    **Responsibilities** - Ensure smooth day to day operations of the training administration function - Provide quality customer service and relations - Support training / membership / marketing - Carry out pre and post course administration - Responsible for grant submission and claims - Attend to customer inquiries and follow-up **Pre-requisites** - Diploma...