Quality Assurance Analyst – Customer Service & Operations (Chinese Speaker)

Quality Assurance Analyst – Customer Service & Operations

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 the 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

• Customer Service QA – Evaluate live chat interactions daily (minimum 5 chats per agent). Assess agents on response time & etiquette, relevance of answers, proper use of opening / closing spiels, correct chat tagging, requesting client ratings, and provide coaching notes and feedback. All evaluations impact agent KPIs and must be backed by evidence and guideline references. Violations such as profanity, incorrect information, or abandoned chats result in a 0% score for the chat.
• Operations QA – Review backend processes including KYC, withdrawals (limits, escalation, rejection), IB profile setup, promotions & bonuses, deposits, fund transfers, and other operations processes. Ensure compliance with internal procedures and accurate documentation.

Required Skills

Requirements

Job Types : Full‑time, Permanent

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