Quality Assurance Specialist (Fintech)

TL;DR

Quality Assurance Specialist (Fintech): Assuring the quality of client-facing communications and chatbot transactions with an accent on audit compliance and root-cause analysis. Focus on monitoring commercial employees' interactions, providing coaching, and developing improvement action plans to enhance customer satisfaction.

Location: Must be based in or relocate to Malaysia

Company

hirify.global is a global financial services provider specializing in forex and trading.

What you will do

• Monitor call conversations and chatbot transactions to ensure accuracy and veracity of information.
• Provide weekly and monthly coaching and feedback sessions for commercial employees.
• Conduct audits of Help Centre content and evaluate DSAT survey results to identify improvement areas.
• Perform root-cause analysis to identify gaps and create targeted action plans.
• Collaborate in calibration sessions to ensure alignment against quality targets.
• Prepare regional reports to highlight challenges and drive overall performance.

Requirements

• Bachelor's Degree.
• Minimum 2 years of previous experience in quality assurance.
• Excellent written and spoken English and Vietnamese.
• Must be based in or be able to relocate to Malaysia.
• Strong research, planning, and time management skills.

Nice to have

• Coaching certification.
• Experience in forex or financial services.

Culture & Benefits

• Full relocation support for you and your family, including flights, housing, visas, and legal assistance.
• Top-tier health, dental, vision, and life insurance with full family coverage.
• Education allowance covering school and kindergarten fees.
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave.
• Unlimited learning opportunities, including external courses, English lessons, and leadership development.

Hiring process

• First interview followed by English and written assessments.
• Verbal assessment.
• HM Interview involving a test task.
• Final interview with the future team.