About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
Quality of Service Specialist
Role summary - As a Training & QA specialist in the China CJ Team, you will play a vital role in shaping the team’s learning culture, driving operational excellence, and ensuring high-quality, compliant service delivery across the region. In this dual-capacity role, you will be responsible for developing and delivering impactful training programs while also overseeing key aspects of operations policy, quality assurance, and compliance.
Location: Shenzhen
On-site
Full-time
What you’ll do
- Deliver onboarding, upskilling, and refresher training programs for CJ KYC associates using blended learning formats (e-learning, live sessions, workshops, scenario-based learning) and digital tools such as Centrical.
- Assess learner needs and tailor training content and delivery methods to accommodate diverse learning styles, ensuring a supportive, respectful, and inclusive learning environment.
- Evaluate training effectiveness through KPIs (completion rates, performance results, ramp-up time, satisfaction scores, and success rates); analyze feedback for continuous improvement and provide summary reports to key stakeholders.
- Maintain a robust quality control framework to ensure the China Ops team consistently delivers high-quality and compliant KYC reviews.
- Prepare monthly analysis QA reports for China KYC cases handling and communicate with relevant TLs for in-house teams on identified gaps and follow-up actions required
- Calibrate QA results for in-house team
- Hold regular calibrating meeting with in-house TLs to review and manage the identified gaps
- Conduct QA scrubs and focused QA for in-house KYC team to ensure complex or sensitive workflows meet regulatory and internal standards, reducing risk of errors and penalties.
- Lead quarterly China KYC QA meetings with the outsourced QA team to review performance, share results with China KYC TLs and Ops management, identify gaps, and define follow-up actions.
- Attend meetings and support on Global QA discussions and bring key information to the attention of Management Team in China
- Conduct ongoing analysis of quality gaps and implement targeted action plans to improve overall quality performance.
- Collaborate with managers, team leads, and the Knowledge team to align training with business priorities, support certification programs, and maintain accurate and up-to-date training records.
Who you are
- University degree in Business Management, Information Management, Compliance or related disciplines, candidates with multi-disciplines a plus
- Minimum 3 years in KYC with high integrity
- 2 years in learning enablement roles (e.g. Training, QA)
- Experience in training, facilitation, or learning & development, preferably within the payments industry or a customer care environment.
- Strong presentation and communication skills, adaptable to various learning styles.
- Ability to create a respectful, inclusive, and engaging learning environment.
- Proficiency in digital learning tools and platforms (e.g., Rise, Storyline).
- Analytical skills to assess training needs and evaluate program effectiveness.
- Excellent time and classroom management and organizational skills.
- Professional credibility, confidence, and ethical conduct.
- Proficiency in both written and spoken English is highly desirable.
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The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.
Top Skills
What We Do
Payoneer is the financial technology company empowering borderless businesses to transact, do business, and grow globally. Founded in 2005, we're here to enable entrepreneurs and businesses in 190+ countries and territories to succeed in the global economy. Our all-in-one financial platform is built to removes barriers and simplify cross-border commerce, making it easier for millions of SMBs to pay and get paid, manage their funds across multiple currencies, and grow their businesses.
