Customer Support Quality Assurance Analyst

Who We Are 

OKcoin is on a mission to make crypto investing and trading more accessible to anyone around the world. We are building the next generation of tools to help onboard the investors and traders who have been on the fence about crypto.

OKcoin is a global exchange with offices in San Francisco, Malta, Hong Kong, Singapore, Japan and Dublin. We are a collective of global citizens with a common passion to help decentralise finance and level the economic playing field for everyone around the world.

About the Team: 

The Customer Support team plays an important role in providing solutions and collecting feedback from our customers for better improvement. As the front liner, we are the voice to the company from our customers.

About the Opportunity: 

The successful candidate will think big about the future of crypto and how you can bring individual investors and institutions into the crypto economy more quickly. You will possess the ability and willingness to balance customer needs with business priorities.

At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and be able to adapt and adjust plans on-the-fly. You must also have strong prioritisation skills and willingness to roll up one's sleeves to get the job done. 

What You’ll Be Doing:

• Perform daily audits on the internal system.
• Provide analysis of errors and feedback to respective teams.
• Work with the Internal Training Team to align Policy understanding of QA and moderation teams.
• Provide support on Policy/Quality related questions on ad-hoc basis.
• Responsible for guiding new joiners in order to achieve Ramp up targets.
• Work closely with Operation Team in order to provide feedback on quality.
• Identify potential failure of Policy Update and propose a recovery plan in advance.
• Conduct Quality meetings with the team to analyse errors.
• Conduct 1 to 1 quality coaching session.
• Learn the frontless customer experience strategy and support execution

What We Look For In You:

• Minimum 2-4 year working experience as Quality Assurance Analyst.
• CSR and training related experience preferred.
• Experienced in working in BPO/call center/customer service environment.
• Experienced in live chats, emails, and phone calls center environment.
• Has an eye for details.
• Possesses good interpersonal skills.
• Able to work independently.

Okcoin Statement:

Okcoin is committed to equal employment opportunities regardless of race, colour, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status.