What you will be doing

📍Conduct regular evaluations of customer interactions (live chat and emails) to access agent performance, identify areas of improvement as well as provide feedback and coaching. 📍Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement. 📍Create strategies to improve the agents’ KPI. 📍Monitor customer service performance on the agents and team level. 📍Create reports that reflect support performance. 📍Identifying and resolving workflow and production issues. 📍Creating training materials and provide the necessary training to the team members to improve the overall performance. 📍Initiate calibration sessions within the operation, training and product teams to establish process, define quality standards, ensure consistency/fairness, refine and refocus training. 📍Assist in modifying the current SOP and macros from time to time.

What we are looking for

📍Minimum 1-2 years of experiences in Quality Assurance Role (preferable who has experience in crypto or fintech industry). 📍Able to work independently and discipline as this would be a remote working role. 📍Preferable who can start immediately. 📍Minimum posses Diploma in any field. 📍Must be able to speaks in Mandarin and English. 📍Excellent communication skills, both verbal and written. 📍Highly motivated and detailed-oriented individual to join our team as QA Specialist. 📍Strong analytical skills with the ability to analyse data. 📍Detailed-oriented with a strong multi-task and prioritize effectively