Client Services Manager, Quality Assurance (FinTech) - Contract

QUESSCORP SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

QUESSCORP SOLUTIONS PTE. LTD. seeks an experienced Client Services Manager, Quality Assurance to lead quality governance across its regional Customer Services organization in Southeast Asia, including Singapore, Malaysia and Indonesia.

The role focuses on quality excellence, audit readiness and continuous improvement. The successful candidate will drive QA frameworks, calibration, and service standards while partnering with Operations, Compliance, Risk, Product, Technology, Training and HR to

Qualifications

• Bachelor’s degree in a relevant financial services discipline or equivalent.
• ACCA Affiliate is mandatory.
• Certifications in Quality Management, Audit, Risk Management, COPC, Lean Six Sigma, or Operational Excellence are advantageous.

Responsibilities

• Lead regional Client Services Quality Assurance across voice, live chat, email, and digital channels.
• Establish and continuously enhance QA frameworks, scorecards, policies, and governance standards.
• Ensure consistent quality standards and calibration across customer-facing teams.
• Act as principal QA authority and internal auditor for Client Services operations.
• Drive regular quality reviews, trend analysis and action plans to improve service quality.

Skills

Quality Assurance

Quality Management

Client Services Operations

Customer Experience

Service Excellence

Audits

COPC

Lean Six Sigma

Operational Excellence

Regulatory Compliance

Education

Bachelor's Degree in Accounting/Finance/Banking/Business Administration/Economics

ACCA Affiliate

Quality/Operational Excellence certifications (advantageous)

Tools

CRM systems

QA platforms

Automation tools

Analytics tools

Job description

We are seeking an experienced Client Services Manager, Quality Assurance to lead and elevate quality standards across our regional Customer Services organization. This role will be responsible for driving quality excellence, governance, client service compliance, audit readiness, and continuous improvement across multiple Southeast Asian markets, including Singapore, Malaysia, and Indonesia.

The ideal candidate possesses a strong background in FinTech, Payments, Digital Banking, Financial Services, or Regulated Financial Institutions, coupled with deep expertise in customer service quality management, operational audits, quality calibration, process improvement, and service excellence.

This position requires native or near-native proficiency in English, Mandarin, and Malay, enabling effective communication with clients, regulators, business stakeholders, and operational teams across Southeast Asia.

You and your team will act as the internal authority for QA governance, quality frameworks, service standards, audit controls, and customer experience excellence while partnering closely with Operations, Compliance, Risk, Product, Technology, Training, and HR teams.

Key Responsibilities

Quality Leadership & Governance

• Lead and manage the regional Client Services Quality Assurance function across voice, live chat, email, and digital support channels.
• Establish, implement, and continuously enhance QA frameworks, scorecards, policies, procedures, and governance standards.
• Ensure consistent quality standards, benchmarking methodologies, and calibration practices are maintained across all customer-facing teams.
• Act as the principal QA authority and internal auditor for Client Services operations.
• Conduct regular quality calibrations to ensure evaluation consistency among QA specialists and team leaders.

Audit, Compliance & Risk Controls

• Drive adherence to internal controls, regulatory requirements, operational policies, and service quality standards.
• Partner with Compliance, Risk, and Operations teams to identify quality gaps, control weaknesses, and process risks.
• Ensure QA processes align with industry best practices, including:
• COPC
• ISO Quality Management Standards
• Financial Services operational controls
• Customer protection and complaint handling frameworks
• Support internal and external audits by maintaining robust documentation, reporting, and governance records.

Continuous Improvement & Analytics

• Conduct detailed quality reviews, trend analysis, and root cause investigations on service failures, complaints, escalations, and operational incidents.
• Develop actionable recommendations and corrective action plans to improve customer experience and operational effectiveness.
• Deliver meaningful quality insights using customer interaction data, service metrics, and quality score trends.
• Drive automation initiatives and leverage technology to improve quality review efficiency and reporting accuracy.
• Monitor key performance indicators (KPIs), customer satisfaction metrics, and quality outcomes across regional operations.

Stakeholder Management

• Collaborate closely with regional stakeholders across Singapore, Malaysia, and Indonesia.
• Partner with Client Services, Technology, Product, Compliance, Risk, Training, and HR teams to implement quality improvement initiatives.
• Present quality performance reports, findings, and recommendations to senior management and executive stakeholders.
• Influence operational leaders to drive accountability and continuous service improvement.

Team Leadership & Development

• Lead, mentor, and develop QA analysts and quality specialists.
• Establish performance management frameworks and coaching methodologies.
• Promote a culture of quality, operational excellence, and customer-centricity.
• Develop training recommendations based on quality findings and emerging trends.

Required Qualifications

Education & Professional Certifications

Mandatory

• Bachelor's Degree in Accounting, Finance, Banking, Business Administration, Economics, or related discipline.
• ACCA (Association of Chartered Certified Accountants) qualification (Affiliate) is mandatory.
• Additional professional certifications in Quality Management, Audit, Risk Management, COPC, Lean Six Sigma, or Operational Excellence are highly advantageous.

Experience

• Minimum 5-7 years of experience in Quality Assurance, Quality Management, Client Services Operations, Customer Experience, or Service Excellence.
• Proven experience within:
  • FinTech
  • Payments
  • Digital Banking
  • E-wallets
  • Financial Services
  • Regulated Financial Institutions
• Strong exposure to customer support environments involving:
  • Live Chat
  • Email Support
  • Voice Operations
  • Customer Complaints Management
• Experience supporting regional operations across Southeast Asia is highly preferred.

Technical & Functional Expertise

• Strong understanding of customer service quality frameworks and quality monitoring methodologies.
• Solid knowledge of:
  • COPC Standards
  • ISO Standards
  • Customer Service Auditing
  • Root Cause Analysis
  • Process Improvement Methodologies
  • Service Quality Governance
• Strong analytical capability with experience interpreting operational data and quality metrics.
• Familiarity with CRM systems, QA platforms, customer interaction analytics, and automation tools.

Language Requirements

Mandatory

• Native or near-native proficiency in English.
• Native or near-native proficiency in Mandarin Chinese.
• Native or near-native proficiency in Malay.

This role requires frequent communication with clients, stakeholders, and operational teams across Singapore, Malaysia, Indonesia, and Greater China markets.

Personal Attributes

• Exceptional stakeholder management and influencing skills.
• Strong commercial awareness and understanding of financial products and customer journeys.
• Highly analytical with excellent problem-solving and decision-making capabilities.
• Strong attention to detail and commitment to regulatory compliance.
• Able to thrive in a fast-paced, high-growth FinTech environment.
• Results-oriented with a continuous improvement mindset.
• Strong leadership presence with the ability to drive change across regional teams.