REMOTE [Fintech] CS Quality Assurance

About the role

BTSE is a leading player in the fintech and blockchain space, dedicated to creating innovative technology and infrastructure for businesses. The company serves both retail and institutional clients, providing them with the tools necessary to thrive in a competitive market. As part of the quality assurance team, you will play a crucial role in maintaining high standards across customer support operations.

In this position, you will be responsible for analyzing workflow issues, documenting quality assurance activities, and recommending improvements to enhance employee performance. You will also create training materials and conduct training sessions to ensure compliance with quality standards. Success in this role involves strong analytical skills and the ability to effectively communicate and collaborate with customer support agents.

The position offers a competitive salary range, reflecting the importance of quality assurance in customer service.

Skills that matter here

• Quality Assurance Concepts: This role requires a solid understanding of QA concepts to maintain and improve service quality.
• Analytical Skills: Strong analytical capabilities are essential for identifying and resolving workflow issues.
• Interpersonal Skills: Excellent interpersonal skills are necessary for effective teamwork and training.

Who this role suits

• A candidate with 2 to 3 years of experience in customer service or BPO quality assurance.
• Someone who is proactive and possesses strong problem-solving abilities.
• A professional who is comfortable working independently and as part of a team.
• An individual flexible enough to work in a rotational schedule, including weekends.

From the employer

• 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
• Developing, updating, and enforcing Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs)
• Conducting regular quality reviews of support tickets and participating in agent calibration sessions in coordination with the QA Team Lead
• Monitoring, documenting, and reporting on quality performance metrics to the CS Team and management as required
• Creating and maintaining training materials and operational manuals to support quality and compliance
• Delivering training sessions and providing ongoing support to CS agents on systems, policies, and SOPs
• Performing additional duties and tasks as assigned by the Supervisor

• 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

• 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!