Quality Assurance Specialist

What We’re Looking For

We seek an analytical and detail-oriented risk professional with at least 2 years of experience in fraud, financial crime, transaction monitoring, payment risk, or risk operations. Candidates with experience in QA/QC, case review, team leadership, or senior investigation roles are strongly preferred.

Key Responsibilities

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.

SOP & Process Adherence
- Verify that investigators 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., AF/Connections checks, cross-brand review, promo/bonus logic).

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.

Feedback & Coaching (optional/good to have)
- Provide constructive, specific feedback to investigators and team leads on decision quality, missed elements, and documentation issues.
- Participate in calibration sessions, share examples of good and bad cases, and help align the team around consistent thresholds and interpretations.

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.

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).

Required Experience & Skills

- Minimum 2 years’ experience in one or more of the following: fraud/financial crime investigations, transaction monitoring (AML, fraud, or responsible gambling), or risk operations in payments, e-money, or e-gaming.
- Proven experience reviewing alerts or cases, not just working a queue (QA, QC, team-lead, or senior reviewer experience is strongly preferred).
- Solid understanding of at least some of the following:
- Payment methods: cards, bank transfers, e-wallets, PSP flows, chargebacks.
- Common abuse patterns: multi-accounting, hedging/mirror trading, bonus abuse, payment fraud, mules.
- 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 working with case management tools and basic data tools (Excel/Sheets, simple dashboards; SQL is a plus).

Nice to Have

- Experience in QA or testing roles in payment institutions, e-money, PSPs, or regulated e-gaming operators.
- Exposure to rule-based engines and alert tuning (understanding precision/recall, false positives, and how QA feeds back into rule improvements).

Working Hours

- Monday to Friday, 9am to 6pm

Working Location

- KL Eco City (accessible via LRT and KTM Abdullah Hukum)