Quality of Service Specialist

Role summary - As a Training & QA specialist in the China CJ Team, you will play a vital role in shaping the team’s learning culture, driving operational excellence, and ensuring high-quality, compliant service delivery across the region. In this dual-capacity role, you will be responsible for developing and delivering impactful training programs while also overseeing key aspects of operations policy, quality assurance, and compliance.

Location: Shenzhen
On-site
Full-time

What you’ll do

• Deliver onboarding, upskilling, and refresher training programs for CJ KYC associates using blended learning formats (e-learning, live sessions, workshops, scenario-based learning) and digital tools such as Centrical.
• Assess learner needs and tailor training content and delivery methods to accommodate diverse learning styles, ensuring a supportive, respectful, and inclusive learning environment.
• Evaluate training effectiveness through KPIs (completion rates, performance results, ramp-up time, satisfaction scores, and success rates); analyze feedback for continuous improvement and provide summary reports to key stakeholders.
• Maintain a robust quality control framework to ensure the China Ops team consistently delivers high-quality and compliant KYC reviews.
• Prepare monthly analysis QA reports for China KYC cases handling and communicate with relevant TLs for in-house teams on identified gaps and follow-up actions required
• Calibrate QA results for in-house team
• Hold regular calibrating meeting with in-house TLs to review and manage the identified gaps
• Conduct QA scrubs and focused QA for in-house KYC team to ensure complex or sensitive workflows meet regulatory and internal standards, reducing risk of errors and penalties.
• Lead quarterly China KYC QA meetings with the outsourced QA team to review performance, share results with China KYC TLs and Ops management, identify gaps, and define follow-up actions.
• Attend meetings and support on Global QA discussions and bring key information to the attention of Management Team in China
• Conduct ongoing analysis of quality gaps and implement targeted action plans to improve overall quality performance.
• Collaborate with managers, team leads, and the Knowledge team to align training with business priorities, support certification programs, and maintain accurate and up-to-date training records.

Who you are

• University degree in Business Management, Information Management, Compliance or related disciplines, candidates with multi-disciplines a plus
• Minimum 3 years in KYC with high integrity
• 2 years in learning enablement roles (e.g. Training, QA)
• Experience in training, facilitation, or learning & development, preferably within the payments industry or a customer care environment.
• Strong presentation and communication skills, adaptable to various learning styles.
• Ability to create a respectful, inclusive, and engaging learning environment.
• Proficiency in digital learning tools and platforms (e.g., Rise, Storyline).
• Analytical skills to assess training needs and evaluate program effectiveness.
• Excellent time and classroom management and organizational skills.
• Professional credibility, confidence, and ethical conduct.
• Proficiency in both written and spoken English is highly desirable.

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