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Customer Success Officer

4 months ago
Colombia
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 4

Description

  • Conduct quality assessments of customer interactions across live chat, email, and phone channels.
  • Perform quality reviews using automated monitoring tools and manual evaluation methods.
  • Evaluate communications against internal standards, compliance requirements, regulatory expectations, and customer service best practices.
  • Monitor the quality of interactions handled by Customer Support and Customer Care teams.
  • Identify performance gaps, recurring issues, and process improvement opportunities.
  • Provide quality evaluations, reports, and actionable recommendations to team leaders and management.
  • Run regular 1:1 coaching and feedback sessions with agents based on monitoring results.
  • Support employee development through constructive feedback and guidance on customer interaction standards.
  • Prepare quality scorecards, performance reports, and trend analyses.
  • Create and maintain internal procedures, quality guidelines, evaluation criteria, and operational documentation in English.
  • Participate in calibration sessions to ensure consistency and accuracy of quality assessments.
  • Collaborate with the Global Head of Customer Success on continuous improvement initiatives.
  • Contribute to the development and optimization of quality assurance processes and automated quality 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 client interactions against established quality standards.
  • Fluent English at C1 level with excellent written and verbal communication skills.
  • Strong business writing skills for creating professional documentation, procedures, presentations, and operational guidelines in English.
  • Experience conducting quality reviews, providing feedback, and coaching employees based on performance assessments.
  • Excellent analytical, organizational, and problem-solving skills.
  • Strong attention to detail and ability to handle 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.
  • 21 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.
  • Data privacy protections with secure storage and GDPR-aligned recruitment practices.

Interested in this position?

Apply directly on the company website

Apply Now

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