Quality Assurance Analyst – Customer Service

2 days ago

Bangsar, Malaysia Juno Markets Limited Full time 36,000 - 72,000 per year

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

1. Customer Service QA

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

Assess agents on:

  • 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.

2. Zero Tolerance Behaviors

-Violations (e.g., profanity, incorrect info, abandoned chats) result in 0% score for the chat.

3. 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.

4. Required Skills

Technical

  • Familiarity with MT4/5 Manager, Backoffice systems

    -Understanding of CFD brokerage workflows

5. Soft Skills

  • Strong attention to detail
  • Clear communication and coaching ability
  • Fair and consistent evaluation practices

6. 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)

- Experience1–2 years of working experience in Customer Service

- Prior experience in Quality Assurance or CFD brokerage is an advantage

Job Types: Full-time, Permanent

Pay: RM3, RM4,500.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Professional development
  • Vision insurance

Application Question(s):

  • Can you read and write in Chinese?
  • Do you have experience in QA?
  • Do you have experience in Customer Support?
  • Willing to work on shift hours?

Work Location: In person

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