Quality Assurance Specialist

**Your role at Exness**:
You will be responsible for all types of training and quality assurance within the company, as well as participation in process improvements that support continuous improvement in the organization.

Quality assurance includes monitoring and analyzing the interactions between support and clients to ensure customer support team members are performing to standard. You will need to take feedback from the Quality Assurance and Training team to pioneer interventions that foster continual organizational improvement. You can begin working remotely from your home city or any other location, and relocate to Southeast Asia after the first 2 or 3 months.

**You will**:

- Improve and maintain a high quality of customer service by conducting quality assurance audits and analyzing results as well as providing coaching and recommendations for process and product.
- improvements and recommendations for improvements to the knowledge base and training material.
- Enhance employees' skills, performance, productivity, and quality of work.
- Monitor all inbound and outbound client-communication channels according to the QA template.
- Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions.
- Provide feedback and coaching to support on a daily, weekly, and monthly basis.
- Use all available reports to compile and track performance at department, team, and team member level.
- Prepare and analyze internal quality reports for the QA manager.
- Participate in calibration and ensure minimum variance from the team standard.
- Perform other tasks assigned by management, undertaking any other ad hoc tasks assigned by the line manager when required.

**What we expect from you**:

- Bachelor's degree
- Excellent command of the English language, with advanced writing proficiency
- Excellent, native communication soft skills in English
- Research, planning, organizing, time management and a high level of administrative skills
- Problem-solving skills and the ability to adapt fast to change
- Highly motivated personality with the ability to work under pressure
- Creative thinking skills and the capacity to address issues proactively
- Ability to take initiative and work independently as well as work flexible schedules/hours when needed
- Capacity to consistently exercise discretion and judgment in creative endeavors
- Ability to interact with people of diverse backgrounds, possessing strong coaching and feedback skills and a high level of attention to detail
- Facility to accommodate various interpersonal and communication styles
- Propensity to simplify complex concepts
- Hunger for what's next and new
- Great attitude

**Nice to have**:

- Experience in financial services
- Background in training delivery and quality assurance

**What you can expect from us**:

- Competitive and attractive compensation
- Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
- Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
- Generous time off, including 21 days of annual leave and paid sick leave
- Allowance for sports club memberships or other physical exercise activities
- Holiday flight tickets and accommodation coverage (within the yearly limit)
- Meal and transportation allowance
- Education allowance for your children's school and kindergarten fees
- Outstanding team-building experiences and corporate parties

**Your journey after applying**:

- First interview (30 minutes)
- Assessment (1 hour)
- Final interview with presentation (1 hour)