Quality Assurance Specialist (Fintech)

TL;DR

Quality Assurance Specialist (Fintech): Monitoring and improving the quality of customer interactions across multiple communication channels with an accent on compliance, service excellence, and regulatory standards. Focus on conducting quality assessments, providing actionable coaching to support teams, and driving continuous improvement in customer service processes.

Company

A multi-awarded online trading platform established in 1997, providing access to stocks, CFDs, and cryptocurrencies.

What you will do

• Conduct quality assessments of customer interactions via chat, email, and phone.
• Perform regular reviews using automated tools and manual evaluation methodologies.
• Identify performance gaps and provide actionable recommendations to management.
• Conduct 1:1 coaching sessions with agents to ensure adherence to standards.
• Create and maintain internal procedures, quality guidelines, and operational documentation.
• Collaborate with the Global Head of Customer Success on improvement initiatives.

Requirements

• Minimum 2 years of experience in QA or Quality Monitoring within Forex, CFD, or FinTech.
• Strong understanding of brokerage operations and customer lifecycle management.
• Fluent English (C1 level) with excellent business writing skills.
• Experience evaluating client interactions against quality and compliance standards.
• Proficiency with CRM systems and ticketing platforms.
• Ability to work independently and manage multiple priorities.

Culture & Benefits

• Quarterly bonuses based on company performance.
• 24 working days of annual leave.
• Unlimited Udemy Business membership and language training.
• Corporate events and team-building activities.
• Professional development in a fast-growing environment.