About Mox

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.

Why Mox

Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Mox rewards you with an array of banking and lifestyle benefits. Who says banking can’t be fun?

What we are looking for?

Support the Credit Cards and Unsecured Loans business by driving sales quality, process and process governance, and continuous improvement across the telesales channel in Hong Kong & Shenzhen. The role is responsible for monitoring sales quality, identifying process improvement opportunities, supporting sales execution, and ensuring customer outcomes remain fair and compliant. Working closely with Sales, Product, Operations, Risk and Compliance teams, the role helps improve sales effectiveness while maintaining strong controls and execution standards.

Responsibilities

Sales Quality Assurance

Conduct regular reviews of telesales activities, sales journeys, and customer interactions to assess quality and compliance with internal policies and regulatory requirements.
Develop and maintain QA scorecards, sampling methodologies, and review standards.
Identify quality issues, root causes, and improvement opportunities through call reviews, customer feedback, and sales performance analysis.
Track remediation actions and support continuous improvement initiatives.
Prepare regular reporting on sales quality trends, key findings, and management actions.

Business Risk & Governance

Support business risk and control activities across the credit card and unsecured lending sales process.
Monitor key sales risks, control gaps, and operational issues, escalating concerns where appropriate.
Participate in risk assessments, process reviews, and new initiative launches to ensure appropriate controls are in place.
Track issues, audit findings, and action plans through to resolution.
Support regulatory, compliance, and governance requirements relating to sales activities.

Sales Process & Enablement

Review end-to-end sales processes and customer journeys to identify opportunities to improve customer experience, productivity, and controls.
Partner with Sales and Operations teams to improve workflows, reporting, and day-to-day execution.
Support the implementation and administration of sales incentive programmes, including performance tracking and validation.
Analyse sales performance, quality outcomes, and incentive effectiveness to identify improvement opportunities.
Provide feedback, insights, and training recommendations to support sales capability development.
Support readiness activities for new campaigns, product launches, and process changes.

Skills

Bachelor's degree in Business, Finance, Banking, Risk Management, or related disciplines.
5+ years of relevant experience in sales enablement, sales quality assurance, business governance or process improvement within financial services.
Experience in unsecured lending and/or credit cards is preferred.
Good understanding of sales processes, customer journeys, and customer outcome considerations.
Strong analytical and problem-solving skills with attention to detail.
Proficiency in Excel, SQL, Tableau, Jira, Confluence, or similar tools is preferred.
Strong communication and stakeholder management skills.
Good command of written and spoken English and Chinese.