Quality Assurance Associate (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Quality Assurance Associate (Fintech): Monitoring and improving customer service quality for a leading crypto brand with an accent on agent performance calibration and process optimization. Focus on identifying customer pain points, conducting data-driven coaching, and streamlining CX strategies to enhance efficiency.
Location: Hybrid (Taguig City, Metro Manila, Philippines)
Company
is the most established crypto brand in the Philippines, fully regulated by the Bangko Sentral ng Pilipinas.
What you will do
- Review agent conversations across all touchpoints to measure performance and track service quality.
- Organize regular calibration sessions and conduct weekly 1-on-1 coaching to eliminate process gaps.
- Analyze customer feedback and dissatisfaction to identify pain points and formulate permanent action plans.
- Drive the implementation of improved engagement strategies and identify processes for chatbot integration.
- Gather data and analyze trends to provide structured recommendations to the CX Leadership Team.
- Ensure customer service readiness for product rollouts through negative scenarios handling documentation.
Requirements
- Must be based in Taguig City, Metro Manila for hybrid work.
- Strong verbal and written communication skills in both English and Filipino.
- Proven experience in customer service and QA or any audit-related work.
- Educational background in business administration, management, finance, or relevant work experience.
- Strong analytical and critical thinking skills with the ability to work under pressure.
- Proficiency in Google Suite programs.
Nice to have
- Experience in AI.
- Experience in international BPOs with exposure to financial services or fintech industries.
- Data visualization abilities and understanding of support metrics.
Culture & Benefits
- Meaningful cross-functional collaborations to impact customer experience.
- Opportunities for career advancement in a fast-growing organization expanding outside APAC.
- A culture that welcomes and implements data-backed bright ideas.
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