Quality Assurance Analyst – Customer Service

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...