Responsibilities:
- Lead and manage team, ensuring alignment with business goals and quality standards
- Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistent output and high-quality review decisions
- Monitor and report daily performance metrics, providing actionable insights and recommendations to improve operational efficiency and accuracy
- Work closely with mentors and cross teams to identify policy gaps to drive continuous improvement
- Onboard and training of new hires and upskilling of existing team members to close knowledge gaps.
- Oversee process enhancements, track implementation outcomes, and ensure knowledge is effectively cascaded to the team
- Collaborate with stakeholders to optimize workflows, improve appeals handling processes, and ensure accuracy.
Requirements:
- Diploma, Bachelor Degree's holder and above in any discipline / courses;
- Minimum 1 year of proven experience in managing small to mid size team (10+ team members) in quality assurance / content moderation / KYC / KYB field.
- Preferrable with experience in account review, fraud or risk detection, or a similar experiences
- Strong problem solving skills and proactive approach to business challenges.
- Excellent communication skills in Chinese Mandarin and English languages (spoken and written) - bilingual.
- Detail-oriented, patient, and able to perform well under pressure in a fast-paced, repetitive work environment;
Personal Attributes:
a. A team player with a strong desire to work in a fast-paced, dynamic environment
b. Adaptable, with a focus on continuous improvement
c. Detail-oriented and able to maintain a high level of service quality.
