CX Training & Quality Assurance Specialist (1 Year Contract) | Kuala Lumpur, MY

CX Training & Quality Assurance Specialist (1 Year Contract)

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who we are.
Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

As the CX Training and Quality Assurance Specialist, you will be responsible for maintaining and enhancing the quality of our customer service operations. Your role encompasses training and quality assurance, ensuring valued clients receive similarly excellent treatment regardless of the agent's location or the support channel. You'll collaborate closely with stakeholders to drive excellence, foster skill development, and uphold the highest client experience standards.

Your EDGE assignment/You will:

1. Develop and deliver training programs for support agents, aimed at enhancing skills, knowledge, and performance.
2. Conduct training needs analysis based on agent performance and data insights to identify areas for improvement.
3. Create engaging and interactive training materials, including training manuals, and e-learning modules.
4. Deliver training sessions using various methods such as onsite training, on-the-job training, and virtual training.
5. Evaluate training effectiveness through assessments, surveys, and focus groups, and gather feedback for continuous improvement.
6. Provide coaching and feedback to agents through one-on-one sessions, performance reviews, and customer feedback to boost performance.
7. Analyze performance data related to agents, customer feedback, and call volume to identify areas for improvement in training and coaching.
8. Collaborate with CS managers and Team leaders to identify training needs and implement effective training programs.

Are You the One?

• A bachelor's degree in a relevant field (Education, Business, Communications, etc.).
• At least 1 year of experience in training, quality assurance, or a similar role.
• Strong facilitation, coaching, and presentation skills.
• Excellent communication skills with great attention to detail.
• The ability to work independently in a fast-paced and dynamic environment.
• Familiarity with Learning Management Systems (LMS) and e-learning tools (a plus!).
• A solid understanding of customer experiences best practices and quality frameworks.

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year.
• Health Insurance.

Axi's interview journey

• Talent Acquisition Interview (45 minutes).
• Take Home Assessment.
• Hiring Manager Interview (1 hour).

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone.