About VT Markets
VT Markets is an award-winning multi-asset brokerage trusted by clients in over 160 countries. In 2015, we started with a simple mission to make trading easy and accessible for everyone. Today, VT Markets has evolved into a one-stop solution for all trading needs. As our team is growing rapidly, we are in search of the best talents to join us. As a part of our transformation journey, we aim to create an agile, strategic and data-driven HR function. Our newly formed Centre of Excellence (CoE) is at the heart of this evolutionenhancing employee experience, talent management, and strategic HR capabilities.
Your Role at VT Markets
We are seeking a dynamic and culturally aware Quality Assurance & Training Specialist to audit interactions across channels, conducting root-cause analysis, and delivering actionable insights to improve service standards. Collaborates closely with the Training Team to identify skill gaps, design targeted learning interventions, and measure post-training effectiveness to drive performance improvement.
Job Responsibilities
- Conduct regular audits of client interactions across multiple channels and different functional teams to ensure compliance with quality standards.
- Perform root-cause analysis of quality gaps and provide actionable insights to team leaders and agents.
- Analyze employee performance data to identify recurring knowledge or skill gaps, and proactively communicate training needs to the Training Team.
- Collaborate with the Training Team to design, develop, and refine training modules and materials that address identified performance gaps.
- Track and measure the effectiveness of training interventions through post-training monitoring and performance analysis.
- Conduct calibration sessions with team leaders and trainers to ensure consistency in quality evaluation and feedback.
- Prepare and present detailed regional quality reports highlighting trends, challenges, and improvement opportunities.
- Coach and mentor new and existing customer-facing staff through structured feedback and development sessions.
- Audit self-service content (Help Centre, FAQs) to ensure accuracy, clarity, and usability.
- Participate in projects aimed at enhancing client experience, process efficiency, and service innovation.
- Work closely with leadership to establish the Quality structure, processes and scope, while building a strong collaborative partnership with the Training to align quality initiatives with learning & development programs.
- Support ad-hoc tasks and initiatives as assigned by management.
Job Requirements
- Minimum 5 years of experience in quality assurance, training support, or a similar QA function.
- Strong attention to detail and ability to maintain high standards of accuracy.
- Analytical skills to interpret data and provide actionable recommendations.
- Excellent communication skills to provide constructive feedback to the training team.
- Familiarity with e-learning platforms, LMS systems, or training software is preferred.
What We Offer
As official partners of Newcastle United F. C., VT Markets aspire to break the ancient boundaries of traditional personal finance. Through a culture of transparent and objective performance management, we are in constant pursuit of excellence, individually and collectively. Here, collaboration and entrepreneurship is incentive and we aim to empower everyone to understand their contribution to strategic business outcomes through their individualized roles. You can expect personal growth as we aim to lead this fast-growing industry alongside a global team of diverse cultures across over 15 countries.
Your journey after applying
- First round prescreening with our talent acquisition partner.
- Second round interview with the Training Manager.
- Final Round with Organizational Development Manager.
