Executive - Communications Quality Control

Who We Are
NEXT Ventures is where ambition takes shape and movement becomes momentum. As a global platform revolutionising access to performance-based capital, we empower the world's most driven individuals to rise. Through our flagship brand, FundedNext, we empower dreamers to become doers, and potential to turn into performance. With 500+ driven minds across five countries, we power a global rhythm—220,000+ daily users from 170+ nations, each chasing greatness in their own way.

Your Role in Our Mission
As an Executive in the Communications Quality Control (CQC) bureau, your job is simple and demanding:
protect the accuracy, fairness, and consistency of every client communication across FundedNext.
You will evaluate interactions, justify decisions with evidence, manage reversals under pressure, and uphold the highest judgment standards - even when context is messy and edge-cases are a daily occurrence.

This is a precision role. A discipline role. A role that safeguards trust.

How You'll Make An Impact
Audit Execution (Core Function)

• Deliver high-quality audits across live chat, email, tickets, social media comments, and AI-graded interactions, etc.
• Ensure every score is backed by clear evidence, SOP logic, and context-aware reasoning.
• Maintain daily audit volume expectations and meet strict SLAs.
• Navigate ambiguity when SOPs conflict or lack coverage of edge cases.

Accuracy, Integrity & Reversals

• Review and respond to reversals within the SLA with solid, defensible justification.
• Participate in monthly calibrations; maintain alignment with CQC scoring standards.
• Undergo Audit-the-Auditor (ATA) checks to sustain fairness and eliminate bias.
• Audit peers impartially, regardless of personal relationships or seniority.

Case Handling & Documentation

• Document decisions with clean, reproducible rationale.
• Attach evidence, screenshots, timestamps, and policy references consistently.
• Identify edge cases and escalate unclear scenarios for SOP updates.
• Build and maintain a reliable record of recurring issues and tricky cases.

Agent Remediation & Performance Support

• Manage clusters of assigned agents and their quality progression.
• Conduct structured coaching sessions, both virtual and in-person.
• Track post-coaching behaviour changes and verify measurable improvement.
• Reduce recurring errors through targeted interventions and quality campaigns.

Learning & Product Knowledge

• Stay aligned with weekly CEx updates, new tags, policy changes, and product releases.
• Participate in bi-weekly Product/CEx assessments to maintain strong domain accuracy.

What You Bring

• 1–2 years in Customer Support, Client Experience, or Quality Control.
• Excellent command of written English - grammar, tone, clarity, and cultural understanding.
• High analytical discipline: identifying trends, spotting inconsistencies, running RCA.
• Strong evidence-writing capability and documentation discipline.
• Familiarity with AI-assisted audits, prompt feedback systems, and basic scripting (Vibe coding preferred).
• Comfortable with productivity tools (ClickUp, Sheets, Looker Studio).
• Integrity that is non-negotiable. Ability to be objective even with friends or seniors.
• High attention to detail, with the stamina for repetitive, precision-heavy work.
• Coachable, proactive, hungry to improve.

Your X-Factor

• Judgment Under Ambiguity: Has a knack for being able to categorize edge cases, assess options, run peer reviews (if needed), and make the best judgement with the right amount of research and be willing to revisit decisions and impacts to self-learn from it.
• Evidence That Holds Up: Produces clear, defensible justifications supported by timestamps, screenshots, and logical reasoning. Routinely expands the range and depth of findings based on severity, impact, and evolving quality expectations.
• Bias-Proof Auditing: Evaluates friends, seniors, and high-performers with complete impartiality. Maintains fairness under all conditions and appropriately escalates whenever a conflict of interest could compromise objectivity.
• High Agency: Takes full ownership of the assessor-coach role, recognizing that real excellence comes from helping others excel. Shows unwavering consistency, disciplined reliability, and a deep commitment to mastering the craft so they can continually uplift every person and process they connect with.
• Pattern Spotting Instinct: Quickly identifies recurring errors, behavioral trends, and systemic gaps. Strengthens natural intuition with structured frameworks to convert patterns into actionable improvements.

Your Pay & Perks

• Salary Range: Negotiable.
• Festival bonus (Eligibility Condition Applies).
• Celebrate birthday leave and great team events.
• Start your next chapter with our special honeymoon package.
• Unwind together at annual company retreats.
• Kick back with game nights and all-access sports zones – billiards, foosball, PlayStation, cricket, football & badminton.
• Get moving with an in-house fitness trainer to keep your mind and body in sync.
• Opportunities for relocation to Sri Lanka and Malaysia, subject to business needs, with travel allowances.

Your Daily Source of Energy

• Subsidized lunch
• Unlimited tea & coffee
• Vending machine credits

Your Journey after Applying

• Phase 1 Assessment (a 45-minute screening examination)
• 30-minute HR interview with a member of the Talent Acquisition team
• Phase 2 Assessment (a 1-hour screening examination)
• 45-minute Technical Get-To-Know-You Session (with Talent Acquisition team & department Frontline Manager)
• 60-minute Final Interview Session (with Head of Department & Talent Acquisition Lead)

Why Join NEXT
At NEXT Ventures, we believe the right talent fuels breakthrough innovation. If you're driven to connect great minds with big ideas and want to shape the future of fintech, we'd love to meet you. Join our team of bold thinkers where technology meets transformation.

Apply now and be part of our journey. The future is calling, and it starts with you.