Customer Service Quality Assurance Team Lead / Assistant Manager

About Hytech Hytech is a management consulting company headquartered in Australia and Singapore, focusing on providing digital transformation solutions for the fintech and Financial Services industries. Our services cover multiple areas such as back-office operation support, Human Resource Planning, payment systems, and risk control, committed to providing comprehensive and professional service support to clients. With a team of over 2,000 professionals worldwide, we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations. Hytech always focuses on mid- and back-end solutions, without involving any front-end or transaction-related businesses, continuously helping customers achieve secure, compliant, and sustainable digital transformation. We are looking for an experienced Quality Assurance leader to drive service quality, operational excellence, and continuous improvement across our global Customer Service operations. This role goes beyond traditional quality monitoring. You will lead a team of Quality Analysts while leveraging customer insights, AI-powered quality programs, and Voice of Customer (VOC) data to identify improvement opportunities across Customer Service, Product, Operations, and Technology teams. You will play a key role in transforming quality assurance from a score-focused function into a strategic business partner that drives customer experience improvements and operational efficiency. Key Responsibilities Team Leadership & Quality Management • Lead and develop a team of approximately 14 Quality Analysts across multiple regions. • Manage daily QA operations, workload planning, calibration sessions, and performance management. • Establish and maintain quality standards, scorecards, and evaluation frameworks across customer support channels. • Ensure consistency and fairness in quality assessments through regular calibration exercises. AI Quality Assurance & Quality Intelligence • Drive the implementation and optimization of AI-powered Quality Assurance programs. • Partner with AI, Data, and Customer Service teams to validate AI QA accuracy, precision, and recall. • Identify opportunities to automate quality monitoring and reporting processes. • Develop quality analytics frameworks that provide actionable business insights rather than score-focused reporting. Operational Excellence & Continuous Improvement • Analyze QA findings, customer complaints, VOC trends, and operational data to identify root causes. • Lead continuous improvement initiatives that enhance customer experience, operational efficiency, and service quality. • Work closely with Customer Service, Operations, Product, Compliance, and Technology teams to implement corrective and preventive actions. • Establish governance processes to track improvement initiatives and measure business impact. Voice of Customer (VOC) & Cross-Functional Collaboration • Consolidate quality findings and VOC insights into meaningful recommendations for stakeholders. • Drive improvement initiatives with Product, Engineering, Operations, Training, and Customer Service teams. • Monitor action plans and ensure accountability across departments. • Facilitate discussions and alignment across English and Mandarin-speaking stakeholders, translating quality insights into actionable improvement initiatives across Customer Service, Operations, Product, and Technology teams. Reporting & Strategic Insights • Build executive-level quality reports and dashboards. • Present quality trends, customer pain points, operational risks, and improvement recommendations to senior management. • Support strategic initiatives related to customer experience, automation, AI adoption, and service transformation. Requirements • Minimum 5 years of years of experience in Customer Service Quality Assurance, Quality Management, Customer Experience, or Operational Excellence. • 2 years of people management experience leading QA or Customer Service teams. • Experience managing quality programs in high-volume customer support environments. • Experience with AI Quality Assurance, automated QA platforms, or conversational AI programs is highly preferred. • Experience in Financial Services, Fintech, CFD, Trading, Cryptocurrency, SaaS, or BPO environments is an advantage. Technical & Analytical Skills • Strong understanding of QA methodologies, calibration processes, and quality governance. • Experience analyzing customer interactions across chat, email, voice, and digital channels. • Strong roots cause analysis and problem-solving capabilities. • Experience using data visualization and reporting tools such as Power BI, Tableau, or similar platforms. • Familiarity with AI QA solutions, NLP-based quality monitoring, and conversational analytics is highly desirable. Leadership & Communication • Strong stakeholder management and influencing skills. • Proven ability to drive cross-functional initiatives and gain buy-in from multiple departments. • Excellent presentation and communication skills. • Ability to translate quality findings into actionable business recommendations. Success Measures • Improvement in Customer Satisfaction (CSAT) and service quality metrics. • Increased adoption and effectiveness of AI QA programs. • Reduction of recurring customer pain points through cross-functional improvements. • Improved QA efficiency and coverage through automation. • Successful execution of operational excellence initiatives with measurable business impact. • Strong engagement, development, and performance of the QA team.