Quality Assurance Specialist

Hytech; Kampung Malaysia Tambahan; Presencial; MYR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Hytech in Malaysia is seeking a Quality Assurance Specialist to review fraud, risk, and payment investigations, ensuring accuracy and adherence to SOPs. You will assess investigation quality, document gaps, and provide actionable feedback to uplift case handling.

You will collaborate with Risk Operations, Product, and Data teams to drive process improvements, strengthen QA standards, and contribute to higher alert quality and risk detection across payment channels.

Formación

• 2+ years in Fraud / financial crime investigations / Transaction monitoring / Risk operations in payments, e-money or e-gaming.
• Proven experience reviewing alerts or cases with QA/QC, team-lead or senior reviewer exposure.
• Strong analytical and pattern-recognition skills; able to spot inconsistencies.
• Bilingual in English and Mandarin for internal/external stakeholders.
• Familiar with case management tools and basic data tools (Excel/Sheets; SQL is a plus).

Responsabilidades

• Perform structured QA reviews on sampled alerts and full investigations across payments, ensuring evidence supports decisions per SOPs.
• Verify workflow and decision trees are followed; document gaps in steps like AF/Connections checks.
• Ensure reproducible narratives for reviewed cases and flag missing or unclear notes.
• Provide constructive feedback and participate in calibration sessions to align team thresholds.
• Track QA metrics and collaborate with Risk/Product on insights for alert quality and false positives.

Conocimientos

Fraud investigations

Transaction monitoring

Risk operations

QA / QC

Team leadership

English / Mandarin (bilingual)

Excel / Sheets

SQL (plus)

Herramientas

Case management tools

Excel/Sheets

Descripción del empleo

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

Role Overview:

The Quality Assurance Specialist will be responsible for reviewing fraud, risk, and payment-related investigations to ensure cases are handled accurately, consistently, and in line with internal SOPs. The role focuses on assessing investigation quality, identifying gaps in decision-making and documentation, and providing actionable feedback to improve overall case handling.

You will work closely with Risk Operations, Product, and Data teams to identify recurring issues, improve investigation processes, strengthen QA standards, and contribute to better alert quality and risk detection.

What We’re Looking For:

We are looking for an analytical and detail-oriented risk professional with 2+ years of experience in fraud, financial crime, transaction monitoring, payment risk, or risk operations. Candidates with experience in QA/QC, case review, team leadership, or senior investigation roles are strongly preferred.

Key Responsibilities:

Case Quality Reviews

• Perform structured QA reviews on sampled alerts and full investigations across payments (hedging, bonus abuse, withdrawals, chargebacks, payment risk, etc.).
• Check that the decision, reasoning, and status (e.g. release, restriction, hedger, escalation) are fully supported by evidence and aligned with internal SOPs.

SOP & Process Adherence

• Verify that investigators follow the correct workflow and decision trees (behavioural checks, linkage checks, escalation rules, documentation standards).
• Identify where key steps were skipped or under-used (e.g. AF/Connections checks, cross-brand review, promo/bonus logic) and document these gaps clearly.

Documentation & Audit Trail

• Ensure every reviewed case has a clear, reproducible narrative: what was seen, what was checked, why the final decision was made.
• Flag missing or unclear notes and help define minimum documentation standards for all alert types.

Feedback & Coaching (optional / good to have)

• Provide constructive, specific feedback to investigators and team leads on decision quality, missed elements, and documentation issues.
• Participate in calibration sessions, share examples of good and bad cases, and help align the team around consistent thresholds and interpretations.

Metrics & Reporting

• Track QA results: error themes, SOP deviations, recurring misunderstandings, and training needs.
• Partner with Risk / Product to give actionable insights on alert quality, false positives, and missed-risk patterns.
• Work with rule owners, data teams, and operations leads to suggest SOP updates, training content, and minor rule tweaks based on QA findings.
• Contribute to playbooks, examples, and FAQ for key abuses (e.g. hedging, promo abuse, payment mule activity).

Required Experience & Skills:

• 2+ years in one or more in Fraud / financial crime investigations / Transaction monitoring (AML, fraud, or responsible gambling) / Risk operations in payments, e-money or e-gaming
• Proven experience reviewing alerts or cases, not just working a queue (QA, QC, team-lead or senior reviewer experience is strongly preferred).
• Solid understanding of at least some of the following:
• Strong analytical and pattern-recognition skills: comfortable reading transaction logs, timelines, and cross-account linkages; able to spot inconsistencies and missing checks.
• Bilingual in English and Mandarin: able to communicate in both languages for internal communication and external stakeholders.
• Comfortable working with case management tools and basic data tools (Excel/Sheets, simple dashboards; SQL is a plus).

Nice to Have:

• Experience in QA or testing roles in payment institutions, e-money, PSPs or regulated e-gaming operators.
• Exposure to rule-based engines and alert tuning (understanding precision/recall, false positives, and how QA feeds back into rule improvements).

Working Hours

• Monday ~ Friday, 9am ~ 6pm