携程Quality Control (QC) NPL EN SHACC(MJ028911)

About the Position We are looking for an Quality Control Specialist, who will ensure our customer interactions are aligned withTrip.com’s service and business objectives. By playing a key role in the service team, you will be standardizing communication processes and improving the customer experience. This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part of our dynamic and fast-growing team? Key Evaluate advisor performance by monitoring communications with customers and system operations.Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems.Lead or participate in service quality and workflow improvement initiatives.Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required.Advocate theTrip.comculture both internally and externally.Assist with ad hoc projects assigned by Team Leads / Supervisors.

Execute QA strategy • Define quality standards, create and maintain quality assurance programs in line with Compliance and AML action plans and internal policies • Drive consistent approach to case completions and quality across local and offshore teams • Test the quality of approved KYC records against the Quality Assurance standards, reviewing the reliability and integrity of data collected and challenging the appropriateness of assumptions made where appropriate, and record results in the case management system • Preparation of QA scorecards in accordance with QA scoring matrix at team and individual levels, and monthly QA report for management reporting • Identify key issues, risks and trends relating to output quality and perform root cause analysis; make recommendations for addressing identified deficiencies or improvement to operational processes • Presents results to key stakeholders, tracks and monitors rectifications to the critical defects identified • Anticipate challenges and initiate solutions in the QA testing process • Review and endorse coaching documentation completed by the production team leads KYC Compliance Testing • Conduct tests and reviews on the digital KYC journeys and processes to assess compliance with internal policies and external regulations • Gather, analyse and document test data to identify gaps or violations • Present to management on the risks and vulnerabilities identified • Work with relevant stakeholders to implement solutions • Perform re-test after completion of corrective actions • Ensure relevant training materials and operating manuals are updated Others • Provide ongoing SME guidance to support the production teams • Deliver policy trainings and refreshers, as required • Provide support for urgent requests, assist the team in completing ad-hoc projects • Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations Leadership & Teamwork • Guide, mentor and manage the QA team, fostering skill development and ensuring performance aligns with quality goals • Ability to provide technical leadership, at the same time advocate focus in customer experience at the heart of the team’s operations • Champion agile ways of working across the team • Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent

We are currently seeking a high calibre professional to join our team in Malaysia as KYC Quality Assurance (Senior Specialist). Job Specification This role is required to operate with a strong commercial focus ensuring alignment to the Bank’s business objectives while adhering to the Bank’s control principles at all times. The Senior KYC Specialist is required to utilise knowledge and expertise to manage and execute KYC-related activities, including onboarding, customer outreach, periodic and event trigger reviews, and provide SME support to the rest of the production team to ensure cases are completed in line with regulatory standard and the Bank’s KYC procedures. The successful candidate will join the KYC Operations team in Malaysia, reporting directly into the Operations Manager in Malaysia and KYC Operations lead in Singapore. Core Responsibilities and Accountability • Execute QA strategy • Drive consistent approach to case completions and quality across local and offshore teams • Test the quality of approved KYC records against the Quality Assurance standards, reviewing the reliability and integrity of data collected and challenging the appropriateness of assumptions made where appropriate, and record results in the case management system • Preparation of QA scorecards in accordance with QA scoring matrix at team and individual levels, and monthly QA report for management reporting • Presents results to key stakeholders, tracks and monitors rectifications to the critical defects identified • Anticipate challenges and initiate solutions in the QA testing process • Review and endorse coaching documentation completed by team lead Others • Provide ongoing SME guidance to support the production teams • Identify key issues, risks and trends relating to output quality and perform root cause analysis; make recommendations for addressing identified deficiencies or improvement to operational processes • Deliver policy trainings and refreshers, as required • Provide support for urgent requests, assist the team in completing ad-hoc projects • Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations Leadership & Teamwork • Advocate focus in customer experience at the heart of the team’s operations • Champion agile ways of working across the team • Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent • Build and maintain strong relationships with key stakeholders including AML, Risk, Business, Tech, Customer Service and Operations teams

1. Content Performance Analysis & Strategy - Data Reporting: Collect, analyze, and interpret local and global content data to produce weekly and monthly performance reports, providing actionable insights for content strategy and evaluation. - Content Insights: Conduct in-depth analysis of content performance metrics and market trends to support content acquisition and internal Original Production teams (e.g., providing feedback on screenplays/proposals). - User Understanding: Maintain close relationships with local fan communities and user groups to gather insights on content preferences and viewer feedback. 2. Localized Content Operations & Promotion - In-App Promotion: Strategically utilize in-app resources (e.g., playlists, push notifications, curated tabs) to enhance the visibility and performance of key content, particularly local short-dramas and Original content. - Localization & Quality Control (QC): Manage the timely and high-quality Indonesian localization of in-app promotional materials, product introductions, and external platform copy, ensuring consistency in tone and brand voice. - Content Screening: Organize and execute internal and external content screenings (e.g., for Chinese or local dramas) to gather feedback and support content evaluation. 3. Cross-Functional Project Support - Business Support: Provide essential content performance data and support for cross-departmental initiatives, including Ad Sales projects and marketing campaigns. - Workflow Management: Assist in adapting and communicating new content delivery standards and technical requirements (e.g., IMF) to local content providers. 4. Daily Content Maintenance - System Operations: Execute daily tasks including file downloading/uploading, checking content quality, reviewing the application interface, and validating final Indonesian dubs to ensure smooth content launch and quality.