Job Description

Quality Assurance and Training Specialist, Singapore
What is it about in one line? We are looking for a Service Quality and Training Specialist, who has the drive to continuously improve customer experience by crafting narratives to produce influential content both for training and quality assessment to join our Customer Experience Team.
Sounds interesting? Here’s more about us YouTrip is a Southeast Asian neobank offering the region’s first and leading multi-currency wallet. As a regional financial technology startup, it is dedicated to creating the best mobile financial services by simplifying foreign currency payments and offering the best exchange rates. Launched in 2018, YouTrip has been voted the #1 multi-currency account in Singapore, with the largest user base in the region following its successful launch in Thailand in partnership with Karsikornbank in 2019.
YouTrip is a Major Payment Institution licensed under the Monetary Authority of Singapore. It was recognised as a Top FinTech Leader at the SFF Global FinTech Awards 2021, and awarded ASEAN’s Best Fintech Start-up 2019 by the Rice Bowl Start-up Awards.
Our culture is entrepreneurial, open & inclusive, and teamwork-oriented. We are looking for talents with the aspiration to thrive in a rapidly growing business in the exciting FinTech space.
You will:

• Report to the Customer Services & Operations Manager, monitor and take ownership of quality assurance and training metrics.

• Execute quality assessments, coach team members and calibrate with the Customer Service management to maintain consistent customer experience across all touch points.
• Continuously train and upskill existing and new Customer Service agents and other members by creating impactful programs to achieve effective training.
• Develop policies and document processes while working closely with stakeholders to ensure the accuracy of the information on all training and assessment materials.

You are:

• Experienced customer service enthusiast – you’ve racked up at least 3-4 years of experience in training and conducting quality assessments for customer service teams.
• Meticulous and analytical - you are able to analyse and identify gaps in knowledge and create reports on the performance of team members.
• Excellent communicator – you possess a good command of English with strong interpersonal communication and the ability to build relationships to achieve effective quality assessment and training.
• Highly driven go-getter – you are eager to achieve more and do not stop in front of new challenges in a high growth startup environment. You are not afraid of challenging the status quo to drive continuous improvement.
• Travel enthusiast – you are a passionate traveller and understand the psychology of traveller, in particular when it comes to their troubles and worries when they are travelling overseas.

What can you expect from us?

• An innovative culture that encourages talents to work highly collaboratively in a respectful, friendly environment
• Empowerment from team managers to innovate and continuously improve our customer service standards
• Access to a deep bench of technical and business experts to work together
• Working with an entrepreneurial team of people in Singapore, Thailand, and Hong Kong

To apply: If you are interested in this position, please send your resume and portfolio to hr@you.co, quoting Quality Assurance and Training Specialist in the subject header.