Fintech CS Quality Assurance

The Customer Service Quality Assurance (CSQA) Specialist supports the Quality Assurance Team Lead in developing, implementing, and enforcing quality assurance standards across BTSE customer support teams, ensuring high service quality and continuous improvement.

Location: Malaysia

Responsibilities

• Develop, update, and enforce Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs)
• Conduct regular quality reviews of support tickets and participate in agent calibration sessions in coordination with the QA Team Lead
• Identify, analyze, and help resolve workflow inefficiencies within the customer support process
• Monitor, document, and report on quality performance metrics to the CS Team and management as required
• Create and maintain training materials and operational manuals to support quality and compliance
• Deliver training sessions and provide ongoing support to CS agents on systems, policies, and SOPs
• Perform additional duties and tasks as assigned by the Supervisor

Requirements

• Solid understanding of quality assurance concepts, methodologies, and tools
• Strong analytical, problem-solving, and decision-making capabilities
• Demonstrated experience in testing processes, version control, and defect management
• Proficient in both written and spoken English
• Excellent interpersonal and soft skills, including professionalism, teamwork, and a proactive attitude
• Minimum of 2 to 3 years of experience in Customer Service or BPO Quality Assurance
• Competent computer literacy and ability to work with standard office and QA software
• Flexibility to work in a rotational schedule, including weekends or holidays as required
• Willing to work from home or at the office/business site as needed
• Bachelor’s degree or equivalent in a related field

Benefits

• Competitive total compensation package
• Various team-building programs and company events
• Comprehensive healthcare schemes for employees