Job Description

We are seeking a detail-oriented

Quality Assurance Analyst

to oversee and enhance the performance of both

Customer Service (CS)

and

Operations (Ops)

teams within a fast-paced

CFD brokerage

environment. This role is critical in ensuring service excellence, operational accuracy, and compliance with internal standards across multiple regions including

China, Kazakhstan, Thailand, Brazil and ROW (rest of the world).

. The ideal candidate will have strong analytical skills, a deep understanding of financial workflows, and a commitment to continuous improvement through structured evaluations and coaching.

Key Responsibilities

1. Customer Service QA

Evaluate live chat interactions daily (min. 5 chats/agent).
Assess agents on:

- Response time & etiquette
- Relevance of answers
- Proper use of opening/closing spiels
- Correct chat tagging
- Requesting client ratings
- Provide coaching notes and feedback.
- All evaluations impact agent KPIs and must be backed by evidence and guideline references.
- All evaluations must follow the QA scoring components set.

2. Zero Tolerance Behaviors

-Violations (e.g., profanity, incorrect info, abandoned chats) result in

0% score

for the chat.

3. Operations QA

- Review backend processes including:
-KYC (Know Your Customer)
-Withdrawals (limits, escalation, rejection)
-IB Profile Setup
-Promotions & Bonuses
-Deposits check
-Fund TransfersOther Operations process
-Ensure compliance with internal procedures and accurate documentation.

4. Required Skills

Technical

- Familiarity with

MT4/5 Manager

,

Backoffice systems

-Understanding of

CFD brokerage workflows

5. Soft Skills

- Strong attention to detail
- Clear communication and coaching ability
- Fair and consistent evaluation practices

6. Requirements

-Willing to work shift hours (Monday - Friday)
- Minimum

Diploma or Degree

in any field
- Must be fluent in

Mandarin

(spoken and written)Proficient in

English

(spoken and written)

- Experience1-2 years

of working experience in

Customer Service

- Prior experience in

Quality Assurance

or

CFD brokerage

is an advantage

Job Types: Full-time, Permanent

Pay: RM3,500.00 - RM4,500.00 per month

Benefits:

Health insurance Maternity leave Professional development Vision insurance
Application Question(s):

Can you read and write in Chinese? Do you have experience in QA? Do you have experience in Customer Support? Willing to work on shift hours?
Work Location: In person