Quality Assurance Specialist - China

Quality Assurance Specialist - China

Exness – Federal Territory of Kuala Lumpur, Malaysia

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Responsibilities

The Quality Assurance Specialist is responsible for assuring the quality of all client‑facing communications. This includes audits of client and chatbot transactions, text, audio and video communications on the help centre and / or service centre. It also includes evaluation of CSAT survey feedback. The role reports on quality compliance, identifies root causes, recommends improvements and develops action plans.

Key Responsibilities

• Monitor transactions of client‑facing commercial employees through their call conversations with clients.
• Provide coaching and feedback sessions on a weekly / bi‑weekly / monthly basis for Commercial employees.
• Conduct Audit‑the‑auditor for monitoring done by Team Leaders for Customer Support and provide improvement feedback.
• Monitor the Chatbot to ensure the veracity of the details provided.
• Provide insights on CSAT survey results to drive improvement.
• Audit Help Centre contents to ensure accuracy, relevance and easy digestibility.
• Support regional interventions focusing on product updates, pain areas and improvement opportunities.
• Participate in calibration sessions and ensure alignment against target variance.
• Conduct root‑cause analysis to identify gaps through feedback sessions.
• Attend and collaborate with team members through sync meetings.
• Ensure up‑to‑date product knowledge through monthly quizzes, weekly seminars and annual assessments.
• Act as buddy for new members and provide necessary quality training.
• Engage in client‑facing interactions (chats, calls, emails) to reinforce knowledge and credibility.
• Prepare regional reports highlighting challenges identified through monitoring.
• Create action plans benefiting agents and regions.
• Develop analysis to augment audit and coaching gaps and improve overall performance.
• Provide individual, regional or overall process improvement recommendations.
• Participate in various projects and initiatives that yield positive results.
• Perform other tasks as assigned by management.

Qualifications

Benefits

Application Process

Please note : We occasionally amend or withdraw Exness jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Exness / Exness Group companies around the world. Exness Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Exness. Anyone who demands such a fee is not an authorised Exness representative and you are strongly advised to refuse any such demand.

At Exness, we’re an equal‑opportunity employer where every individual is valued. No matter your race, colour, religion, sex, national origin, sexual orientation, gender identity or disability, we welcome you. As an international fintech company, we embrace the richness of our diverse team, respecting each individual and promoting gender equality for all genders in our workforce.

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