Client Services Manager, Quality Assurance (FinTech) - Contract

We are seeking an experienced Client Services Manager, Quality Assurance to lead and elevate quality standards across our regional Customer Services organization. This role will be responsible for driving quality excellence, governance, client service compliance, audit readiness, and continuous improvement across multiple Southeast Asian markets, including Singapore, Malaysia, and Indonesia.

The ideal candidate possesses a strong background in FinTech, Payments, Digital Banking, Financial Services, or Regulated Financial Institutions, coupled with deep expertise in customer service quality management, operational audits, quality calibration, process improvement, and service excellence.

This position requires native or near-native proficiency in English, Mandarin, and Malay, enabling effective communication with clients, regulators, business stakeholders, and operational teams across Southeast Asia.

You and your team will act as the internal authority for QA governance, quality frameworks, service standards, audit controls, and customer experience excellence while partnering closely with Operations, Compliance, Risk, Product, Technology, Training, and HR teams.

Key Responsibilities

Quality Leadership & Governance

• Lead and manage the regional Client Services Quality Assurance function across voice, live chat, email, and digital support channels.
• Establish, implement, and continuously enhance QA frameworks, scorecards, policies, procedures, and governance standards.
• Ensure consistent quality standards, benchmarking methodologies, and calibration practices are maintained across all customer-facing teams.
• Act as the principal QA authority and internal auditor for Client Services operations.
• Conduct regular quality calibrations to ensure evaluation consistency among QA specialists and team leaders.

Audit, Compliance & Risk Controls

• Drive adherence to internal controls, regulatory requirements, operational policies, and service quality standards.
• Partner with Compliance, Risk, and Operations teams to identify quality gaps, control weaknesses, and process risks.
• Ensure QA processes align with industry best practices, including:
• COPC
• ISO Quality Management Standards
• Financial Services operational controls
• Customer protection and complaint handling frameworks
• Support internal and external audits by maintaining robust documentation, reporting, and governance records.

Continuous Improvement & Analytics

• Conduct detailed quality reviews, trend analysis, and root cause investigations on service failures, complaints, escalations, and operational incidents.
• Develop actionable recommendations and corrective action plans to improve customer experience and operational effectiveness.
• Deliver meaningful quality insights using customer interaction data, service metrics, and quality score trends.
• Drive automation initiatives and leverage technology to improve quality review efficiency and reporting accuracy.
• Monitor key performance indicators (KPIs), customer satisfaction metrics, and quality outcomes across regional operations.

Stakeholder Management

• Collaborate closely with regional stakeholders across Singapore, Malaysia, and Indonesia.
• Partner with Client Services, Technology, Product, Compliance, Risk, Training, and HR teams to implement quality improvement initiatives.
• Present quality performance reports, findings, and recommendations to senior management and executive stakeholders.
• Influence operational leaders to drive accountability and continuous service improvement.

Team Leadership & Development

• Lead, mentor, and develop QA analysts and quality specialists.
• Establish performance management frameworks and coaching methodologies.
• Promote a culture of quality, operational excellence, and customer-centricity.
• Develop training recommendations based on quality findings and emerging trends.

Required Qualifications

Education & Professional Certifications

Mandatory

• Bachelor's Degree in Accounting, Finance, Banking, Business Administration, Economics, or related discipline.
• ACCA (Association of Chartered Certified Accountants) qualification (Affiliate) is mandatory.
• Additional professional certifications in Quality Management, Audit, Risk Management, COPC, Lean Six Sigma, or Operational Excellence are highly advantageous.

Experience

• Minimum 5-7 years of experience in Quality Assurance, Quality Management, Client Services Operations, Customer Experience, or Service Excellence.

• FinTech

  Payments

  Digital Banking

  E-wallets

  Financial Services

  Regulated Financial Institutions

• Live Chat

  Email Support

  Voice Operations

  Customer Complaints Management

• Experience supporting regional operations across Southeast Asia is highly preferred.

Technical & Functional Expertise

• Strong understanding of customer service quality frameworks and quality monitoring methodologies.
• COPC Standards
• ISO Standards
• Customer Service Auditing
• Root Cause Analysis
• Process Improvement Methodologies
• Service Quality Governance
• Strong analytical capability with experience interpreting operational data and quality metrics.
• Familiarity with CRM systems, QA platforms, customer interaction analytics, and automation tools.

Language Requirements

Mandatory:

• Native or near-native proficiency in English.
• Native or near-native proficiency in Mandarin Chinese.
• Native or near-native proficiency in Malay.

This role requires frequent communication with clients, stakeholders, and operational teams across Singapore, Malaysia, Indonesia, and Greater China markets.

Personal Attributes

• Exceptional stakeholder management and influencing skills.
• Strong commercial awareness and understanding of financial products and customer journeys.
• Highly analytical with excellent problem-solving and decision-making capabilities.
• Strong attention to detail and commitment to regulatory compliance.
• Able to thrive in a fast-paced, high-growth FinTech environment.
• Results-oriented with a continuous improvement mindset.
• Strong leadership presence with the ability to drive change across regional teams.

Disclaimer: The company is committed to ensuring the privacy and security of your information. By submitting this form, you consent to the collection, processing, and retention of the information you provide. The data collected (which may include your contact details, educational background, work experience and skills) will be used solely for the purpose of evaluating your qualifications for the position you're applying for. Your data will be stored securely and retained for the duration necessary to fulfill our hiring process. If you are not selected for the position, your data will be kept on file for a limited period in case future opportunities arise. You have the right to access, correct, or delete your data at any time by contacting us at Quess Singapore | A Leading Staffing Services Provider in Singapore (quesscorp.sg)

“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions.e2i is a tripartite initiative of the National Trades Union Congress setup to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’sPDPA. By submitting your application for this position, you consent to the collection, use, and disclosure of your personal data by Quesscorp and its recruitment partners, including Employment and Employability Institute Pte Ltd, for the purpose of i) employment facilitation and ii) data and statistical analysis. You may find out more information on the PDPA policies at Quesscorp website and[ https://www.e2i.com.sg/pdpa/]."