Quality Assurance Analyst – Customer Service & Operations (Chinese Speaker)

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

Job summary

A financial services company in Kuala Lumpur is seeking a Quality Assurance Analyst to enhance customer service and operations performance. The ideal candidate should have a diploma, strong analytical skills, fluency in Mandarin, and proficiency in English. Responsibilities include evaluating customer service interactions and reviewing operations for compliance. This position offers a full-time, permanent contract.

Qualifications

• Fluent in Mandarin and proficient in English.
• 1-2 years of working experience in customer service.
• Prior experience in quality assurance or CFD brokerage is an advantage.

Responsibilities

• Evaluate live chat interactions daily.
• Review backend operations processes for compliance.

Skills

Attention to detail

Clear communication

Coaching ability

Education

Diploma or degree in any field

Tools

MT4/5 Manager

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 the 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

• Customer Service QA – Evaluate live chat interactions daily (minimum 5 chats per agent). Assess agents on response time & etiquette, relevance of answers, proper use of opening/closing spiels, correct chat tagging, requesting client ratings, and provide coaching notes and feedback. All evaluations impact agent KPIs and must be backed by evidence and guideline references. Violations such as profanity, incorrect information, or abandoned chats result in a 0% score for the chat.
• Operations QA – Review backend processes including KYC, withdrawals (limits, escalation, rejection), IB profile setup, promotions & bonuses, deposits, fund transfers, and other operations processes. Ensure compliance with internal procedures and accurate documentation.

Required Skills

• Technical – Familiarity with MT4/5 Manager, back‑office systems and 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.
• Fluent in Mandarin (spoken and written) and proficient in English (spoken and written).
• 1–2 years of working experience in customer service.
• Prior experience in quality assurance or CFD brokerage is an advantage.

Job Types: Full‑time, Permanent