Role in brief
BTSE is a global fintech company seeking a Customer Support Quality Assurance Specialist. This role focuses on improving service quality through analysis and training. Candidates with QA experience in customer service will find this position relevant.
About the role
BTSE is at the forefront of fintech and blockchain technology, providing innovative solutions for businesses and clients. As a Customer Support Quality Assurance Specialist, you will play a crucial role in enhancing service quality and ensuring compliance with established standards.
Your responsibilities will include identifying workflow issues, documenting quality assurance activities, and developing training materials. Success in this role means effectively improving customer support operations and contributing to the overall performance of the team.
The salary range for this role is between $68,000 and $112,000, reflecting the competitive compensation package offered by the company.
Skills that matter here
- Quality Assurance: This role requires a solid understanding of quality assurance concepts and methodologies.
- Analytical Skills: Strong analytical and problem-solving capabilities are essential for resolving workflow inefficiencies.
- Interpersonal Skills: Excellent interpersonal skills are necessary for training and collaborating with customer support agents.
Who this role suits
- A candidate who has 2 to 3 years of experience in customer service or BPO quality assurance.
- Someone who is proactive and has a strong professional demeanor.
- An individual who is flexible and can adapt to a rotational work schedule.
From the employer
Key Responsibilities
- Identifying, analyzing, and resolving workflow issues within customer support operations
- Documenting quality assurance activities, assessments, and findings
- Recommending corrective actions to improve employee performance
- Assisting in intervention efforts and training initiatives to ensure compliance with QA standards
Duties & Responsibilities
- Develop, update, and enforce Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs)
- Conduct regular quality reviews of support tickets and participate in agent calibration sessions in coordination with the QA Team Lead
- Identify, analyze, and help resolve workflow inefficiencies within the customer support process
- Monitor, document, and report on quality performance metrics to the CS Team and management as required
- Create and maintain training materials and operational manuals to support quality and compliance
- Deliver training sessions and provide ongoing support to CS agents on systems, policies, and SOPs
- Perform additional duties and tasks as assigned by the Supervisor
Requirements
- Solid understanding of quality assurance concepts, methodologies, and tools
- Strong analytical, problem-solving, and decision-making capabilities
- Demonstrated experience in testing processes, version control, and defect management
- Proficient in both written and spoken English
- Excellent interpersonal and soft skills, including professionalism, teamwork, and a proactive attitude
- Minimum of 2 to 3 years of experience in Customer Service or BPO Quality Assurance
- Competent computer literacy and ability to work with standard office and QA software
- Flexibility to work in a rotational schedule, including weekends or holidays as required
- Willing to work from home or at the office/business site as needed
- Bachelor’s degree or equivalent in a related field
Perks & Benefits
- Competitive total compensation package
- Various team-building programs and company events
- Comprehensive healthcare schemes for employees
- And many more! Apply and let us tell you more!
Questions about this role
What is the remote work policy?
This position allows for remote work, with the flexibility to work from home or at the office as needed.
What skills are necessary for this role?
Candidates should have a solid understanding of quality assurance concepts, strong analytical skills, and excellent interpersonal abilities.
How do I apply for this position?
Interested candidates can apply through the BTSE website.