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Quality Assurance Specialist (Customer Experience)

Customer Service, Quality Assurance
Capital Region, Iceland
Posted on Sunday, June 25, 2023
Join the Pioneer Crypto Brand in the Philippines!
Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.
Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
The Quality Assurance Specialist will report directly to the Customer Escalations Manager. The identified person will work closely with the customer experience team leaders and managers including relevant departments to ensure that we are providing high quality responses and improving processes to maximize agents’ efficiency.
The role will be required to create a QA scorecard that will be reviewed and improved on a regular basis to cope with the changing needs and expectations of the customers. The person will be expected to extract data and generate insights then identify areas of improvement in terms of processes and customer experience.

What you'll do

  • Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer service quality.
  • Organize a regular calibration session to evaluate agent performance.
  • Identify lapses in agents’ performance and provide constructive feedback for improvement.
  • Engage in customer listening to identify customer pain points and expectations. Review dissatisfaction comments from customers related to customer service to identify gaps in processes and handling then formulate action plans that would permanently address the issues.
  • Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. Identify processes that can be integrated to chatbot.
  • Serve as an intermediary for escalations from agents and customers.
  • Ensure communication is effectively delivered and appropriately addresses all customer concerns.
  • Use customer service expertise to assess existing practices and procedures for process improvement opportunities within Customer Experience (CX) teams.
  • Use tools to gather data and analyze trends or patterns affecting quality; highlight key successes and share best practices with associates and leads to ensure continued success in the quality of service. Present insights, provide structured and timely recommendations to the CX Leadership Team, management, and training as needed.
  • Develop and conduct targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
  • Collaborate with CX leadership, learning and development team, and the CX training teams to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
  • Ensure customer service readiness for every product deployment and rollout through negative scenarios handling documentation.
  • Perform other duties that may be assigned by the immediate supervisor and may have an impact on business operations and company goals.

What we expect from you

  • Educational background in business administration, management, finance, entrepreneurship, operations, or relevant work experience.
  • Preferably has experience in international BPOs and exposure to financial services/institutions and financial technology industries.
  • Experience in customer service and QA or any audit-related work is a must.
  • Proven track record of analytical and critical thinking skills even under pressure.
  • Has knowledge of Google Suite programs.
  • Experience in AI is highly preferred but not required.
  • Strong verbal and written communication skills in both English and Filipino.
  • Great people skills and ability to communicate (negative) feedback.
  • Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment.
  • Good organizational skills, knowledgeable of goal-setting practices.
  • Examples of data visualization abilities and understanding of support metrics.
  • Perception and presentation of basic business metrics and how support impacts those.
  • Problem-solving capabilities to create meaningful strategies to improve support quality.
  • Keen to details and able to work with minimal to no supervision.
  • Has a track record for getting things done - drive, ownership, and execution are at the core of our culture.
Join the Coins Team Now!
Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.