Quality Assurance Specialist - Vietnam

Your role at Exness:

The Quality Assurance Specialist is responsible for assuring the quality of all client-facing communications. This includes audits of client and chatbot transactions, text, audio and video communications on the help centre and/or service centre. It also includes evaluation of DSAT survey feedback. This role is responsible for reporting on quality compliance, identifying root causes , making recommendations for improvement and developing improvement action plans.

You will:

• Responsible for monitoring the transactions of our client-facing commercial employees through their call conversations with clients
• Provide coaching and feedback sessions on a weekly/bi-weekly/monthly intervals for our Commercial employees
• Conduct Audit-the-auditor for the monitorings done by Team Leaders for Customer Support and provide feedback on how to improve
• Conduct monitoring for the Chatbot to ensure the veracity of the details provided
• Provide insights on what we can improve through scrubbing DSAT survey results
• Conduct audits for the contents of Help Centre to ensure that it would only contain updated and accurate information as well as easy to digest for our readers
• Support regional interventions focusing on product updates, pain areas and areas of improvement
• Participate in calibration sessions and ensuring that alignment is achieved against the target variance
• Conduct root-cause analysis to properly identify gaps through feedback session
• Attend and collaborate with other team members through sync meetings
• Responsible for ensuring that all he/she's up to date with product knowledge through different mediums such as Monthly Quizzes, Weekly Seminars, Annual Assessments, etc.
• Act as buddy for newly joined members and provide the necessary quality training for these individuals.
• Immerse in client-facing interactions such as chats, call, emails to ensure knowledge retention and build more credibility and strengthen foundations.
• Prepare regional reports that would highlight the challenges identified through monitors. This will also be used by Sr. QAs and Managers to drive performance.
• Create action plans that would benefit the agents and the regions he/she is supporting.
• Create analysis, if needed, to help augment the gaps identified through audit and coaching which would help improve the team's overall performance.
• Able to provide individual/regional/overall process improvement recommendations.
• Readiness to be involved in various projects and initiatives that would yield positive results to the company.
• To perform other tasks assigned by management. Undertake any other ad-hoc tasks assigned by the Line Manager when required

What makes you a great fit:

• Minimum of a Bachelor's Degree
• Minimum 2 years of previous quality experience
• Excellent communication and presentation skills in both written and spoken English and Vietnamese
• Coaching certification is an advantage
• Must possess 6 or more months of Quality-related background/experience
• Experience in forex or financial services would be an added advantage
• Research, planning, organizing, time management and high level of administrative skill
• Problem-solving skills and ability to adapt fast to change
• Highly motivated and able to work under pressure
• Creative thinking skills and ability to address issues proactively
• Ability to take initiative, work independently as well as work flexible schedules/hours when needed.
• Ability to organize, multitask and exercise time management
• Ability to consistently exercise discretion and judgment in creative endeavors.
• Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail.
• Ability to accommodate various interpersonal and communication styles
• Ability to simplify complex concepts
• Hunger for what’s next and new
• Great attitude | How we get the work done is as important as the work we do; positive and can-do attitude required

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar

Your journey after applying:

1. First interview (up to 40 minutes)
2. English Test and Written Assessment
3. Verbal Assessment
4. HM Interview - Test Task (1 hour)
5. Final interview with your future team (1 hour)