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Join BTSE as a Customer Support Quality Assurance Specialist to enhance service quality and support continuous improvement in a leading global fintech company.
BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses.
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!