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Customer Success Officer

1 month ago
Anywhere
Full-time
Junior
Customer Success
Customer and Technical Support
Apply Now
Libertex Group

Libertex Group

Libertex Group specializes in online trading and financial market services, leveraging over 20 years of experience to provide innovative solutions while also actively supporting charitable initiatives focused on improving the lives of children in need.

Capital Markets
251-1K
Founded 1997
View All Jobs 10

Description

  • Conduct quality assessments of customer interactions across live chat, email, and phone channels.
  • Perform regular quality reviews using automated monitoring tools and manual evaluation methods.
  • Assess customer communications against internal quality standards, compliance requirements, regulatory expectations, and service best practices.
  • Monitor the quality of interactions handled by Customer Support and Customer Care teams.
  • Identify performance gaps, recurring issues, and opportunities for process improvement.
  • Prepare quality evaluations, reports, scorecards, and trend analyses with actionable recommendations.
  • Conduct regular 1:1 coaching and feedback sessions with agents based on quality review findings.
  • Create, maintain, and update quality guidelines, internal procedures, evaluation criteria, and operational documentation in English.
  • Participate in calibration sessions to ensure consistent and accurate quality assessments.
  • Collaborate with the Global Head of Customer Success to improve QA processes and automated monitoring systems.

Requirements

  • Minimum 2 years of experience in Quality Control, Quality Assurance, or Quality Monitoring within a Forex, CFD, Brokerage, Financial Markets, or FinTech company.
  • Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management.
  • Proven experience evaluating chats, emails, phone calls, and other client interactions against established quality standards.
  • Fluent English at C1 level with excellent written and verbal communication skills.
  • Strong business writing skills with the ability to create professional documentation, procedures, presentations, and operational guidelines in English.
  • Experience conducting quality reviews, giving feedback, and coaching employees based on performance assessments.
  • Excellent analytical, organizational, and problem-solving skills.
  • Strong attention to detail and ability to work with large volumes of information.
  • Experience using CRM systems, ticketing platforms, and quality monitoring tools.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.

Benefits

  • Quarterly bonuses based on company performance.
  • 24 working days of annual leave.
  • Corporate events and team-building activities.
  • Udemy Business unlimited membership and language training courses.
  • Professional and personal development opportunities in a fast-growing environment.
  • Inclusive and diverse workplace with equal opportunity hiring practices.

Interested in this position?

Apply directly on the company website

Apply Now

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