Remote QA Specialist: Customer Support Excellence

Smartbrain.io; Kwagas; Remote; IDR 578,452,639 - 939,985,538; Full time

Benefits offered by this job

Quarterly bonuses based on Company %fA

24 working days of annual leave

Udemy Business unlimited membership & 

Language training courses

Professional and personal development

Job summary

Smartbrain.io is seeking a Quality Assurance Specialist to monitor and improve the quality of customer interactions across multiple channels. The role focuses on ensuring service excellence, compliance with internal standards, providing actionable feedback, and driving continuous improvement within Customer Support and Customer Care teams.

Responsibilities include quality assessments, coaching agents, and producing scorecards and reports to support management in maintaining high-quality customer

Qualifications

• 2+ years in quality control/assurance within forex, CFD, brokerage, fintech.
• Deep knowledge of Forex/CFD products, trading platforms, and broker operations.
• Experience evaluating chats, emails, calls against established quality standards.
• Fluent English (C1) with strong written and verbal communication skills.
• Experience coaching employees based on performance assessments.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Conduct quality assessments across live chats, emails, and phone calls.
• Perform regular quality reviews using monitoring tools and evaluation methodologies.
• Assess interactions against internal standards, compliance, and regulatory expectations.
• Monitor the quality of interactions handled by Customer Support teams.
• Identify performance gaps and opportunities for process improvement.
• Provide detailed quality evaluations, reports, and actionable recommendations.
• Conduct regular 1:1 coaching sessions with agents based on results.

Skills

Quality Assurance

Quality Monitoring

Analytical thinking

Attention to detail

Coaching and feedback

Documentation

Fluent English

Multi-channel communication

Forex/CFD knowledge

CRM familiarity

Tools

Quality monitoring tools

CRM systems

Job description

Smartbrain.io is seeking a Quality Assurance Specialist to monitor and improve the quality of customer interactions across multiple channels. The role focuses on ensuring service excellence, compliance with internal standards, providing actionable feedback, and driving continuous improvement within Customer Support and Customer Care teams.

Responsibilities include quality assessments, coaching agents, and producing scorecards and reports to support management in maintaining high-quality customer