Manager of Customer Experience Quality Assurance

Crypto.com | Cryptocurrency in Every Wallet™

About

Founded in 2016, Crypto.com today serves over 10 million customers with the world’s fastest growing crypto app, along with the Crypto.com Visa Card the world’s largest crypto card program the Crypto.com Exchange and Crypto.com DeFi Wallet. Recently launched, Crypto.com NFT is the premier platform for collecting and trading NFTs, carefully curated from the worlds of art, design, entertainment and sports.

Overview

Central Region, Singapore

Cryptocom

Job Description

Description

Crypto.com was founded in 2016 on a simple belief: it’s a basic human right for everyone to control their money, data, and identity. With over 10 million users on its platform today, Crypto.com provides a powerful alternative to traditional financial services, turning its vision of “cryptocurrency in every wallet” into reality, one customer at a time.

Crypto.com is built on a solid foundation of security, privacy and compliance and is the first cryptocurrency company in the world to have CCSS Level 3, ISO27001:2013 and PCI:DSS 3.2.1, Level 1 compliance. Crypto.com is headquartered in Hong Kong with almost 3000 employees worldwide team located in offices in Hong Kong, Shenzhen, Singapore, Bulgaria, Malta, UK and Miami, Florida. For more information, please visit www.crypto.com/us.

Crypto.com is redefining how money is being moved, spent and invested. Crypto.com is democratizing blockchain technology by designing beautiful, simple and useful financial services that have a lasting, positive impact on people’s lives.About The Role:

At Crypto.com we strive to deliver the best possible experience for all of our customers. The cornerstone to providing excellent customer service is quality assurance. The role of the Manager of Customer Experience Quality Assurance is to lead the Quality Assurance team and directly support and contribute to the Crypto.com Customer Experience strategy and customer centric culture. The role communicates and delivers work to align the Company’s mission, vision and culture in all elements of customer experience.

You will be responsible for developing and implementing optimal Quality Assurance practices to help enhance the quality of service provided to our customers, increase efficiency and reduce wasteful spending.
You will work closely with the rest of the Customer Experience Management team providing training, product and operational feedback leveraging quality assurance measurements.

Responsibilities:

  • Manage day-to-day quality activities, in support of front-line employee development and growth, ensuring program and procedures support company goals for service, quality, and cost effectiveness;
  • Develop, implement and manage a robust and comprehensive Quality Assurance program which can be scaled with the department’s growth;
  • Identify and rollout Quality Assurance best practices which help enhance service to our customers, identify and promote efficiencies and reduce wasteful spending;
  • Create a plan for maintaining standards in the quality assurance program, and find a way to measure it;
  • Identify key performance indicators (KPIs), and use those numbers to guide our efforts;
  • Coordinate quality initiatives that may affect various teams and lines of business;
  • Coordinate employee and team satisfaction surveys and follow-up, for internal entities and related to quality activities;
  • Define how a Customer Experience Specialists’ performance will be measured in the department’s on-boarding and continued training;
  • Create and manage a remediation plan for specialists who consistently fail to make improvements based on feedback;
  • Foster a culture of continuous improvement by incorporating peer-to-peer evaluation and self-evaluation of calls, emails and live chat within the department;
  • Develop dashboards and scorecards to track progression both at a department and specialist level;
  • Leverage your quality assurance insights and expertise to provide the Customer Experience Management team with recommendations and suggestions for future training opportunities, product improvements and policy enhancements;
  • Compile weekly Customer Experience Quality metrics and develop product and business recommendations with supporting data;
  • Serves as liaison with assigned teams to ensure quality projects are integrated within operations;
  • Well versed in quality assurance and improvement philosophies and techniques.

Requirements

  • 3+ years in a Quality Assurance role within a large Customer Experience Department;
  • 2+ years of supervisory experience;
  • Impeccable attention to detail;
  • Strong analytical skills;
  • Ability to be a self-starter, work under minimal supervision, and meet all goals within SLA;
  • Self-motivated, attentive to detail and not afraid but excited from often changes;
  • Multitasker, not afraid of a highly dynamic environment and constant change;
  • Fast learner with an eye to synthesize details and connect the dots between complex data relationships;
  • Bachelor’s degree;
  • Well spoken, confident communicator and listener;
  • Proficiency in verbal and written English. Fluency in an additional language is a strong plus.

Benefits

  • We offer an attractive compensation package working in a cutting-edge field of Fintech
  • Huge responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you
  • You get to work in a very dynamic environment and be part of an international team
  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick & Public Holidays)

If you meet the requirements above and feel ready to dive into our challenging dynamics, by joining the team, we are looking forward to receiving your CV in English by applying below.

Only shortlisted candidates will be contacted with information on the next steps of our application process.

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