Quality Assurance Analyst

About Us

Established in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 70 million registered users. We offer a professional platform where crypto traders can find an ultra-fast matching engine, excellent customer service and multilingual community support. We provide innovative online spot and derivatives trading services, mining and staking products, as well as API support, to retail and institutional clients around the world, and strive to be the most reliable exchange for the emerging digital asset class.

Job Description

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work.
• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.
• Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.
• Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness.
• Keeping abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.

Requirements

• Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO.
• Excellent English and required languages communication skill and reading and writing proficiency is required.
• Experience as a Quality Analyst responsible