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

Guinevere Global Sdn. Bhd.; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A financial brokerage firm in Kuala Lumpur is seeking a Quality Assurance Analyst to oversee Customer Service and Operations teams. The role involves evaluating chat interactions, reviewing backend processes, and ensuring operational compliance. Candidates must possess strong analytical skills, be fluent in Mandarin and English, and have at least 1-2 years of experience in Customer Service. This position offers an excellent opportunity for those looking to make a significant impact in service excellence within the finance industry.

Qualifications

• Fluent in Mandarin (spoken and written).
• Proficient in English (spoken and written).
• 1–2 years of working experience in Customer Service.

Responsibilities

• Evaluate live chat interactions daily across the Customer Service team.
• Review backend processes such as KYC and withdrawals in Operations.
• Ensure compliance with internal procedures 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 (Chinese Speaker Only)

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

Customer Service QA

Evaluate live chat interactions daily (min. 5 chats/agent).

• 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.

Operations QA

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

Required Skills

Technical

• Familiarity with MT4/5 Manager, Backoffice systems
• Understanding of CFD 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)
• Experience 1–2 years of working experience in Customer Service
• Prior experience in Quality Assurance or CFD brokerage is an advantage