Responsibilities

📍Oversee and manage the quality of agents’ chat interactions and daily operational tasks to ensure compliance with established standards. 📍Develop and refine service quality specifications for Risk personnel in line with evolving business requirements. 📍Conduct thorough quality inspections for both online and offline operations, adhering to QA standards. 📍Analyse operational and risk data to generate insightful reports and value-added recommendations. 📍Deliver actionable findings and suggestions to operational teams and senior leadership for effective execution. 📍Train team members to deepen their understanding of Standard Operating Procedures (SOP) and quality benchmarks. 📍Collaborate with QA colleagues to perform regular calibration sessions aimed at enhancing QA capabilities and maintaining high standards. 📍Lead and contribute to AI-driven quality assurance projects, including automated evaluations, speech and text analytics, and intelligent QA model deployment to improve efficiency and accuracy. 📍Demonstrate flexibility by working alternative hours, such as evenings, to coordinate with global teams across different jurisdictions.

Requirements

📍 Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any discipline. 📍Minimum of 2 years’ relevant experience in risk operations, fraud prevention, KYC, or related fields. 📍Strong understanding of KYC, fraud detection, and risk operation processes. 📍Solid knowledge of customer satisfaction and quality assurance programs. 📍Experience with AI-related projects (e.g., AI quality monitoring or automated QA systems) is highly desirable. 📍Excellent organisational and time management skills. 📍Effective facilitation skills for meetings and presentations. 📍Proficient verbal and written communication skills in English and the primary language of the supported market. 📍Passionate about emerging technologies, particularly blockchain and related innovations. 📍Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders.

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