Training & Quality Assurance Manager

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider.

Supporting Ant International's mission to empower SMEs, EPOS serves as the central hub of its global merchant payment services provider, Antom, delivering integrated O2O digital, payment, and banking solutions to SMEs worldwide—empowering Every Point Of Success in their business growth.

With a growing presence across Southeast Asia, we’re looking for passionate individuals to join our diverse and driven teams. Be part of our journey as we expand to create meaningful, impactful changes for businesses around the world.

Job Summary

The Training & Quality Assurance Manager is responsible for designing and delivering effective training programs while overseeing quality assurance standards to ensure consistent performance, compliance, and continuous improvement. This role bridges learning and quality functions, ensuring employees are well-trained, processes meet defined standards, and organizational goals are achieved through high performance and accountability.

Key Responsibilities

Training & Development

• Design, develop, and deliver onboarding and ongoing training programs aligned with business objectives
• Assess training needs through performance data, quality results, and stakeholder feedback
• Create and maintain training materials, manuals, job aids, and e-learning content
• Facilitate classroom, virtual, and one-on-one training sessions
• Evaluate training effectiveness and continuously improve learning strategies
  

Quality Assurance

• Develop, implement, and maintain quality assurance frameworks, standards, and evaluation tools
• Monitor performance through audits, observations, and quality reviews
• Analyze quality data to identify trends, gaps, and root causes
• Provide structured feedback, coaching, and corrective action plans
• Ensure compliance with internal policies, procedures, and regulatory requirements

Leadership & Collaboration

• Partner with management and cross-functional teams to align training and quality initiatives
• Support performance management through coaching and development plans
• Prepare and present quality and training reports to leadership
• Drive a culture of continuous improvement, accountability, and learning

Requirements

• 5–7 years of experience in training, quality assurance, customer service (CS), or a related function
• Strong background in customer service operations, performance management, or service quality improvement
• Experience in payments, fintech, or financial services will be a strong advantage
• Proven ability to design, deliver, and evaluate effective training programs
• Strong analytical, coaching, and stakeholder management skills
• Proficient in both English and Mandarin Chinese to effectively communicate with internal stakeholders and partners