REMOTE [Fintech] CS Quality Assurance

Join BTSE as a Customer Service Quality Assurance Specialist to support quality assurance standards across customer support teams in a leading fintech and blockchain 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.

• •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

• •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!