Quality & Customer Experience Specialist - Singapore

📋 Description

• • Plaud Inc. is at the forefront of revolutionizing human-AI interaction, building the world's most trusted AI work companion. Since 2023, we've empowered over 1.5 million professionals globally with innovative note-taking solutions designed to amplify productivity and performance. Our mission extends to creating next-generation intelligence infrastructure and interfaces that seamlessly capture, extract, and leverage insights from spoken words, auditory cues, visual information, and even thought processes. As a bootstrapped, profitable, and rapidly growing company with a $250M revenue run rate achieved in just three years, Plaud offers a unique opportunity to define the future of human-AI collaboration.
• • As a Quality & Customer Experience Specialist in Singapore, you will play a pivotal role in upholding and elevating the exceptional standards of customer support that Plaud is known for. This role is critical in ensuring that every customer interaction not only meets but exceeds expectations, contributing directly to our global expansion and reputation. You will be instrumental in identifying areas for improvement, driving operational excellence, and ensuring our customer-facing processes are robust, efficient, and aligned with our commitment to data security and privacy, underscored by our ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance.
• • Your primary responsibility will be to conduct comprehensive multi-channel quality audits. This involves meticulous sampling and in-depth analysis of customer support interactions across a variety of platforms, including live chat, email correspondence, messaging applications, and e-commerce marketplaces like Amazon. You will delve into the nuances of each interaction, assessing agent performance against key metrics such as accuracy of information provided, adherence to company policies and compliance standards, effectiveness in problem-solving, and the overall quality of the customer experience (CX) delivered.
• • A crucial aspect of this role is the ability to perform root cause categorization with precision. You will be tasked with identifying and tagging issues based on their origin, differentiating between controllable agent errors—such as lapses in soft skills or policy knowledge—and upstream bottlenecks stemming from product defects, logistical delays, or process gaps. Furthermore, you will identify systemic constraints imposed by tooling limitations or rigid business rules. This granular analysis is essential for pinpointing the true drivers of customer dissatisfaction and operational inefficiencies.
• • Based on your findings, you will be a key driver of continuous improvement initiatives. By identifying recurring pain points and systemic issues, you will provide actionable insights that lead to tangible updates in Standard Operating Procedures (SOPs), enhancements to training materials for support agents, and optimizations to existing workflows. Your recommendations will directly impact the efficiency and effectiveness of our customer support operations.
• • This role demands strong cross-functional synergy. You will collaborate closely with Customer Support Team Leads to provide feedback and coaching, work with Business Process Outsourcing (BPO) management to ensure quality standards are met by external partners, and engage with our Operations and Product teams. This collaborative approach ensures that feedback loops are closed effectively, enabling us to address issues from agent performance to product improvements and process refinements, thereby creating a seamless and superior customer journey.
• • You will contribute to building a customer-centric culture where feedback is valued and acted upon. By championing best practices in quality assurance and customer experience, you will help shape the future of customer support at Plaud, ensuring we maintain our market leadership and continue to delight our growing user base. This is an opportunity to work with passionate, innovative teammates in a fast-paced environment, contributing to a company that champions continuous learning and offers rapid career development. You will gain exposure to cutting-edge AI technologies and play a direct role in our global expansion, all within a vibrant, creativity-fueled work atmosphere that offers market-competitive compensation.