Quality Assurance Analyst – Customer Service & Operations

Guinevere Global Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading CFD brokerage company in Kuala Lumpur is seeking a detail-oriented Quality Assurance Analyst to enhance performance in Customer Service and Operations teams. The ideal candidate should possess strong analytical skills, be fluent in Mandarin, and have a diploma or degree in any field. Responsibilities include evaluating live chat interactions, ensuring compliance in backend processes, and providing coaching to agents. Experience in Quality Assurance or within a CFD brokerage environment is an advantage.

Qualifications

• Fluent in Mandarin (spoken and written).
• Proficient in English (spoken and written), able to assist Mandarin-speaking customers.
• 1-2 years of experience in Customer Service.

Responsibilities

• Evaluate live chat interactions daily to ensure quality service.
• Review backend processes for compliance and accurate documentation.

Skills

Attention to detail

Clear communication

Coaching ability

Evaluation practices

Education

Diploma or Degree in any field

Tools

MT4/5 Manager

Backoffice systems

Job description

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 ROW (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

1. Customer Service QA

• Evaluate live chat interactions daily (min. 5 chats/agent).
• Assess agents on:
  • Response time & etiquette
  • Relevance of answers
  • Proper use of opening/closing spiels
  • Correct chat tagging
  • Requesting client ratings
  • Provide coaching notes and feedback
  • All evaluations impact agent KPIs and must be backed by evidence and guideline references
  • All evaluations must follow the QA scoring components set
• Violations (e.g., profanity, incorrect info, abandoned chats) result in 0% score for the chat.

3. Operations QA

• Review backend processes including:
  • KYC (Know Your Customer)
  • Withdrawals (limits, escalation, rejection)
  • IB Profile Setup
  • Promotions & Bonuses
  • Deposits check
  • Fund Transfers
  • Other Operations process
• Ensure compliance with internal procedures and accurate documentation.

Required Skills

Technical Skills

• Familiarity with MT4/5 Manager, Backoffice systems
• Understanding of CFD brokerage workflows

Soft Skills

• Strong attention to detail
• Clear communication and coaching ability
• Fair and consistent evaluation practices

Requirements

• Willing to work shift hours (Monday - Friday)
• Minimum Diploma or Degree in any field
• Must be fluent in Mandarin (spoken and written)
• Proficient in English (spoken and written); candidates will serve Mandarin‑speaking customers
• Experience 1–2 years in Customer Service
• Prior experience in Quality Assurance or CFD brokerage is an advantage