Specialist, Quality Assurance (CDD)

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.

This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.

 About the Opportunity

The Quality Assurance Specialist is responsible for ensuring the delivery of high-quality customer service and maintaining performance standards across all GBS functions. In this role, the successful candidate will monitor and constantly evaluate customer interactions, and provide feedback to GBS functions to improve agent performance and ultimately, drive customer satisfaction through exceptional customer service.

 Requirements: What We Look For In You

• Minimum 1-2 years of experience in a Quality Assurance role (experience in the FinTech/Crypto industry will be an added advantage)

• Able to work on-site and start immediately.

• Highly motivated and detailed-oriented individual to join our team as QA Specialist.

• Strong analytical skills with the ability to analyze data and provide insights to drive continuous improvement.

• Excellent communication skills, both verbal and written.

• Detailed-oriented with a strong ability to multi-task and prioritize effectively.

• Ability to work independently and as part of a team.

• Familiarity with regulatory requirements and compliance standards related to customer service, such as the General Data Protection Regulation (GDPR) and Customer Operations Performance Centre (COPC) standards

• Comfortable working in a fast-paced, dynamic environment with changing priorities.

Key Responsibilities: What You’ll be Doing

• Conduct regular evaluations of customer interactions (chat sessions, emails, social media, tickets) to assess agent performance, identify areas for improvement, and provide feedback and coaching.

• Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.

• Analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.

• Initiate calibration sessions within the operation, training, and product teams to establish process, define quality standards, ensure consistency/fairness, refine and refocus training.

• Develop and maintain quality documentation and processes including quality nuances/scorecards, quality assurance departmental SOP, and other quality-related materials.

• Collaborate with cross-function teams to identify and resolve quality-related matters.

• Stay up to date with industry trends and best practices in contact center quality assurance.

• Participate in the development and implementation of quality assurance initiatives and projects.