Quality Assurance Analyst

23 hours, 48 minutes ago
Full-time
Junior
Quality Assurance and Testing
Bybit

Bybit

Bybit operates as a cryptocurrency exchange, providing a platform for users to buy, sell, and trade Bitcoin, Ether, altcoins, and NFTs, while also offering access to spot and futures markets and secure coin staking.

Capital Markets
1K-5K
Founded 2018

Description

  • Monitor and evaluate agent performance on product knowledge, accuracy, tone, compliance, and policy adherence.
  • Conduct root cause analysis, share case insights, and coach individuals with timely feedback.
  • Analyze quality reports to identify performance trends, recurring issues, and improvement opportunities.
  • Standardize internal quality monitoring systems, scoring metrics, and rubrics.
  • Implement QA strategies and scalable processes to track team performance effectively.
  • Develop and revise SOPs and frameworks, including running regular calibration sessions.
  • Collaborate with Operations, Training, and HR to align initiatives and processes.
  • Stay current on industry updates, product information, and emerging user concerns to refine evaluation criteria.

Requirements

  • 2-3 years of experience in a customer service environment such as a call center or BPO.
  • Excellent English and required-language communication, reading, and writing proficiency.
  • Fluency in one of the accepted language and location combinations: English and Mandarin with onsite work in Kuala Lumpur; Dutch, Polish, or German (any two); English, Japanese, and Korean; English and Russian; or English, Spanish, and Portuguese.
  • Experience as a Quality Analyst supporting customers via email and chat is highly advantageous.
  • Experience setting service quality goals and conducting root cause analysis.
  • Bachelor’s degree in Business Administration, Finance/Economics, Communication, or Data Science/Analytics preferred.
  • Experience in the finance industry or supporting financial clients in a BPO is advantageous.
  • Ability to work under pressure in a fast-paced environment with strong responsibility, problem-solving, and delivery skills.
  • Willingness to work onsite and rotational shifts if needed.

Benefits

  • Study Growth Fund for professional development and continuous learning.
  • Regular internal events, team-building activities, workshops, and collaboration sessions.
  • Opportunity to work with a diverse, international global team.
  • Career advancement opportunities within a rapidly expanding global company.
  • Internal mobility and access to internal job opportunities for long-term career growth.

Interested in this position?

Apply directly on the company website

Apply Now

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