RIDIK I CLPS Inc Hiring! Full Time QA Leader in Federal Territory, Earn up to MYR 10,000 - Ricebowl

Responsibilities：

1. Perform structured quality reviews of identity verification cases (document and biometric)to assess decision accuracy and identify errors, process gaps, and system limitations

2. Deliver high-quality assessment results on a consistent cadence, meeting weekly and monthly review volume requirements

3. Lead trend analysis and internal reporting on key accuracy drivers, surfacing actionable insights to improve verification quality and user experience

4. Triage and coordinate resolution of user-reported identity verification issues, including root cause investigation, theme categorisation, and routing to the right stakeholders

5. Drive collaboration with cross-functional teams — including Product, Operations, and Engineering — to improve verification quality, workflows, and system performance

6. Proactively support broader identity initiatives and embed quality measurement practices into day-to-day operational processes

7. Ability to lead and manage a team of QA Analysts. This includes hiring, training, and performance management responsibilities.

Details:

1. 3-5 years in an Operations, QA, or Team Lead capacity within a fintech or payments environment

2. Ability to monitor team output, manage the 24/5 shift coverage, and ensure strict adherence to SLAs (<4hr First Response Time, <12hr Next Response Time)

3. Strong analytical skills with the ability to conduct Root Cause Analysis (RCA) on mis-escalated tickets and report on queue hygiene

4. Comfortable working with data and reporting tools; experience with dashboards is a plus

5. Meticulous attention to detail with the ability to apply structured rubrics consistently and at scale

6. Full professional proficiency in English (written & spoken) — able to distil complex casefindings into crisp reporting for both operational and leadership audiences

7. Well-organised and self-driven, with the ability to manage recurring workflows, meet SLA commitments, and operate with a high degree of autonomy

8. Assertiveness and attention to detail to act as a strict QA gatekeeper—ensuring agents have completed all troubleshooting steps before a ticket is escalated to our internal FTEs

Pay: RM4,000.00 - RM10,000.00 per month

Benefits:

• Additional leave
• Health insurance

Application Question(s):

• Can you manage a QA team, handle 24/5 shift coverage, and ensure strict compliance with SLAs (first response <4 hours, next response <12 hours)?
• Do you have strong RCA (Root Cause Analysis) skills and experience in quality review, trend analysis, and reporting for identity verification processes?

Experience:

• QA/Operations in the fintech or payment industry: 3 years (Required)

Work Location: In person