Quality & Enablement (QE) Specialist (Fintech)

TL;DR

Quality & Enablement (QE) Specialist (Fintech): Designing and optimizing quality frameworks and operational SOPs for payment solutions with an accent on root cause analysis and structural process improvement. Focus on bridging knowledge gaps through micro-enablement, owning the Confluence knowledge base, and ensuring permanent fixes for recurring operational errors.

Location: Hybrid (Taipei)

Company

hirify.global is a leading global fintech and blockchain company providing advanced infrastructure and tools for retail and institutional clients.

What you will do

• Investigate root causes of errors to distinguish between human error and system/SOP failure.
• Implement structural solutions, including new macros, workflow logic-checks, and Confluence guides, to prevent recurring issues.
• Lead calibration efforts to define and maintain high quality standards across the team.
• Manage and evolve the Confluence Knowledge Base, ensuring SOPs are intuitive and error-proof.
• Identify real-time knowledge gaps and deploy micro-enablement sessions and certifications.
• Collaborate with Operations to guarantee SOP clarity during the launch of new features.

Requirements

• 3–5 years of experience in Customer Success/Experience.
• At least 2 years of dedicated experience in QA, L&D, or Process Improvement (BPO/Shared Services preferred).
• Strong ability to provide direct, constructive feedback and maintain quality standards.
• Exceptional technical writing skills to simplify complex jargon into actionable instructions.
• Proven track record of solving problems through process redesign or tool optimization.
• Expert proficiency in Zendesk, Salesforce, and Confluence.

Culture & Benefits

• Competitive total compensation package.
• Comprehensive healthcare schemes for employees and dependents.
• Various team-building programs and company events.