Quality Assurance Specialist

Job Description

About Us
VT Markets is an award-winning multi-asset brokerage trusted by over 3 million traders in over 160 countries with 450 employees - and growing, Founded in 2015 with the mission to make trading accessible to everyone, VT Markets offers a robust trading environment, over 1000 tradeable instructions, ultra-low spreads, and lightning-fast execution. We are committed to providing excellent customer service and empowering modern trades to seize market opportunities. Our platform allows traders to trade anytime, anywhere, supporting them in their journey to build a safe financial future.

Your Role in VT Markets
As a Quality Assurance Specialist reporting to the Strategy Lead, you will be a key member of our Client Relationship team based in Malaysia. In this role, you will drive call quality excellence and operational efficiency within the CR team by leveraging AI-driven insights and data analytics. Working closely with the Client Relations, Operations, and Technology teams, you will be responsible for analyzing call performance, identifying improvement opportunities, and supporting the team leader in daily management activities to ensure exceptional client experiences and continuous team development.

Job Requirements

What Makes You a Great Fit
Job Experience & Education

• Bachelor's degree in Business Administration, Data Analytics, Communications, or related field.
• 2-4 years of experience in quality assurance, operations support, or data analysis, preferably within client-facing teams or contact centers.
• Experience with sales call quality monitoring or client relationship teams in financial services or fintech is highly advantageous.

Technical and Functional Skills

• Proficiency in AI-powered call analysis tools, data analytics platforms, and performance management systems.
• Strong Excel/Google Sheets skills for data compilation, analysis, and visualization; familiarity with reporting dashboards is a plus.
• Understanding of call quality frameworks, KPI metrics, and performance evaluation methodologies for client-facing teams.

Soft Skills

• Exceptional attention to detail with strong analytical mindset to identify patterns, trends, and actionable insights from data.
• Excellent organizational and coordination skills with ability to manage multiple priorities and deadlines simultaneously.
• Strong communication skills to present findings clearly and provide constructive feedback to both team members and leadership.
  
  

Job Responsibilities

Your Responsibilities

• Assist the supervisor in the daily management and operational support of the Client Relationship (CR) team.
• Compile, organize, and analyze team performance data, including call statistics and KPI metrics.
• Use AI tools to analyze call recordings and provide insights on call quality and improvement recommendations.
• Organize and coordinate daily/weekly team meetings, prepare meeting minutes, and follow up on action items.
• Manage team attendance records and provide basic administrative support.
• Assist in maintaining team member information, workflows, and related system data.
• Help identify operational issues within the team and promptly report them to the supervisor.
• Perform any other tasks as assigned by the supervisor.

What Success Looks Like

• Enhance Call Quality and Team Effectiveness Using AI-Driven Insights.
• Improve Team Performance Visibility Through Data Reporting and Analysis.
• Ensure Smooth and Efficient Daily Operations of the Sales Calling Team.
  
  

Job Benefits

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 intrapreneurship is incentivized 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

1. Screening interview with our talent acquisition partner.
2. Interview with your manager & 2nd-level manager.