Process Quality Assurance-KL

本岗位负责确保风控与运营团队按公司标准作业：通过案件质检、流程审核、KPI 管理、反馈辅导与培训，持续提升团队的决策质量与执行一致性。

岗位职责

1. 案件质量审核

• 对交易与支付相关的预警抽样及完整调查（如对冲/镜像交易、赠金滥用、出金、拒付、支付风险）进行结构化 QA 审核。

• 确保决策、理由及状态（如放行、限制、对冲客户认定、升级上报）有充分证据支持，并符合内部 SOP。

2. 流程与 SOP 遵循

• 审核成员是否按正确的工作流程与决策树执行（行为检查、关联检查、升级规则、记录标准）。

• 识别并记录被跳过或未充分使用的关键步骤（如关联账户/连接检查、跨品牌审查、促销/赠金逻辑）。

3. 记录与审计留痕

• 确保每个被审核案件都有清晰、可复现的说明：看到了什么、检查了什么、为什么作出最终决定。

• 标记缺失或不清晰的备注，协助制定各类预警的最低记录标准。

4. 沟通、反馈与辅导

• 与成员沟通审核结果，就决策质量、遗漏事项及记录问题提供具体、建设性的反馈，优化工作执行质量。

• 参与校准会议，分享优秀与不佳案例，帮助团队统一判断标准与阈值。

5. KPI 管理

• 负责成员 KPI 的计算与核对，确保数据准确、口径一致。

6. 培训

• 定期为执行小组提供培训，巩固标准流程，分享常见错误与改进方法。

7. 指标与报告

• 跟踪 QA 结果，包括错误类型、SOP 偏差、反复出现的理解偏差及培训需求。

• 与风控/产品团队合作，就预警质量、误报及漏报风险模式提供可执行的洞察。

8. 持续改进

• 与规则负责人、数据团队及运营负责人协作，根据 QA 发现提出 SOP 更新、培训内容及规则微调建议。

• 参与编写重点违规类型（如对冲、镜像交易、促销滥用、支付洗钱账户）的操作手册、案例与 FAQ。

任职要求

• 2 年以上经验，具备以下一项或多项背景：欺诈/金融犯罪调查、交易监控（反洗钱、反欺诈）、支付/电子货币/金融交易行业的风控运营。

• 有审核预警或案件的实际经验，而不仅是处理队列（QA、QC、组长或高级审核经验优先）。

• 分析与模式识别能力强：能熟练阅读交易/流水日志、时间线及跨账户关联，发现不一致与遗漏的检查。

• 中文（普通话）与英文读写和口语良好。

• 能使用案件管理工具及基础数据工具（Excel/Sheets、简单仪表板；会 SQL 更佳）。

加分项

• 具备金融、Web3、CFD 相关 QA 职能经验者优先考虑。

• 了解规则引擎与预警调优（精确率/召回率、误报，以及 QA 如何反馈到规则改进）。

工作时间

• 周一至周五，9:00–18:00。

English Version

Job Title: Process QA (Quality Assurance)

This role ensures the Risk and Operations teams work to company standards, improving decision quality and execution consistency through case quality reviews, process audits, KPI management, feedback and training.

Key Responsibilities

1. Case Quality Reviews

• Perform structured QA reviews on sampled alerts and full investigations across trading and payments (e.g., mirror trading/hedging, bonus abuse, withdrawals, chargebacks, payment risk).

• Ensure decisions, reasoning and status (e.g., release, restriction, hedger, escalation) are fully supported by evidence and aligned with internal SOPs.

2. SOP & Process Adherence

• Verify that team members follow the correct workflow and decision trees (behavioural checks, linkage checks, escalation rules, documentation standards).

• Identify and document where key steps were skipped or under-used (e.g., connections checks, cross-brand review, promo/bonus logic).

3. Documentation & Audit Trail

• Ensure every reviewed case has a clear, reproducible narrative: what was seen, what was checked, and why the final decision was made.

• Flag missing or unclear notes and help define minimum documentation standards for all alert types.

4. Communication, Feedback & Coaching

• Discuss review results with team members and provide specific, constructive feedback on decision quality, missed elements and documentation issues, to improve execution quality.

• Participate in calibration sessions, share examples of good and bad cases, and help align the team on consistent thresholds and interpretations.

5. KPI Management

• Calculate and verify team members' KPIs, ensuring accuracy and consistent methodology.

6. Training

• Deliver regular training to the execution team to reinforce standard procedures and share common errors and best practices.

7. Metrics & Reporting

• Track QA results, including error themes, SOP deviations, recurring misunderstandings and training needs.

• Partner with Risk/Product teams to provide actionable insights on alert quality, false positives and missed-risk patterns.

8. Continuous Improvement

• Collaborate with rule owners, data teams and operations leads to suggest SOP updates, training content and minor rule tweaks based on QA findings.

• Contribute to playbooks, examples and FAQs for key abuses (e.g., hedging, mirror trading, promo abuse, payment mule activity).

Requirements

• Minimum 2 years' experience in one or more of: fraud/financial crime investigations, transaction monitoring (AML, fraud), or risk operations in payments, e-money or financial trading.

• Proven experience reviewing alerts or cases, not just working a queue (QA, QC, team-lead or senior reviewer experience strongly preferred).

• Strong analytical and pattern-recognition skills: comfortable reading trade/transaction logs, timelines and cross-account linkages; able to spot inconsistencies and missing checks.

• Excellent written and spoken English and Mandarin.

• Comfortable with case management tools and basic data tools (Excel/Sheets, simple dashboards; SQL is a plus).

Preferred Qualifications

• Prior QA experience in finance, Web3 or CFD is preferred.

• Exposure to rule-based engines and alert tuning (precision/recall, false positives, and how QA feeds back into rule improvements).

Working Hours

• Monday to Friday, 9:00am – 6:00pm.