About the Team This team is part of the Compliance Operations under the Legal and Compliance Department. The LDQA team provides continuous training, knowledge/skill uplifting and quality assurance to ensure the smooth execution of Compliance programs. We work closely with all our key stakeholders, such as Customer Due Diligence Ops, AML Ops, Sanction Ops; as well as other partners such as Compliance Advisory, Product team and Data team etc.
About the Opportunity The Quality Assurance Manager is responsible for ensuring the delivery of high-quality compliance case review and maintaining performance standards across all Compliance Ops functions. In this role, the successful candidate will develop and implement quality assurance processes, and provide feedback to Compliance Ops functions to improve agent performance and ultimately, ensure efficient and high-quality implementation of compliance controls
The successful candidate will work closely with department leaders and subject matter experts to identify gaps in operations, design quality assurance programs in compliant with Compliance requrirements and standards, and create strategies for improvement to align with organizational short-term/long-term goals and strategy. At your core, you will thrive in a fast-paced, collaborative, result-driven environment and be able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done.
Requirements: What We Look For In You Lead and manage a team of quality assurance specialists to provide guidance, mentorship, and support, including regular performance reviews, KPI goal settings, and identify development opportunities for quality assurance team members.
Develop and implement quality assurance strategies, policies, and procedures for the Compliance Ops teams to ensure consistent and excellent Compliance case review delivery.
Design and implement quality assurance programs to assess agent performance and adherence to Compliance standards.
Conduct regular evaluations to assess agent performance, identify areas for improvement, and provide feedback and coaching.
Analyze quality assurance data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.
Collaborate with operation leads and trainers to develop and deliver training programs to address performance gaps and improve agent skills.
Establish key performance indicators (KPIs) and quality metrics to measure and track operation teams' performance, ensuring targets are met or exceeded.
Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.
Collaborate with Compliance Ops leadership to develop and implement quality improvement initiatives, standard operating procedures, and best practices.
Ensure compliance with regulatory requirements and industry standards.
Continuously assess and improve quality assurance processes, tools, and methodologies to enhance efficiency and effectiveness.
Key Responsibilities: What You'll be Doing Minimum 3 years experience in Quality Assurance management field with a proven track record of designing and implementing effective quality monitoring programs
Strong leadership skills with the ability to manage a team of quality assurance analysts and drive change
Strong knowledge of Compliance and Compliance Operations of CDD/AML/Sanction and quality assurance methodologies.
Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions.
Strong coaching and feedback skills, with the ability to provide constructive feedback and develop action plans for performance improvement.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
Knowledge of QA KPIs and performance metrics, and the ability to develop and track metrics to assess performance.
Comfortable working in a fast-paced, dynamic environment with changing priorities.
Statement OKX is committed to equal employment opportunities. Our diversity initiatives and strategies are designed to attract, develop, and advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status, or any other dimension of diversity. Our distinctive approach to diversity is based on a belief that we each have a personal accountability for success in this area.
We believe that our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be elevated and intentionally integrated into our work. We embrace difference and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company and our work. By promoting these values, we aim to create a positive work experience that encourages a sense of belonging.
Why Join Us? Competitive remuneration package Meal Allowance up to RM 500/month Monthly Team Building RM 2500 Benefits per annum (Training & Wellness) Yearly Bonus Convenient workplace (5 minutes walk from MRT TRX). Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed. Employee engagement, recognition and appreciation program. Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.