REMOTE [Fintech] CS Quality Assurance

Job description

**About BTSE:** 彼特思方舟 is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. 彼特思方舟 is engaged by BTSE Group to offer several key positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market. **BTSE Group** is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams. **About the Opportunity:** The Customer Service Quality Assurance (CSQA) Specialist’s main role is to support the Quality Assurance Team Lead in developing, implementing, and enforcing quality assurance standards across BTSE customer support teams. Key responsibilities include, but are not limited to: - Identifying, analyzing, and resolving workflow issues within customer support operations - Documenting quality assurance activities, assessments, and findings - Recommending corrective actions to improve employee performance - Assisting in intervention efforts and training initiatives to ensure compliance with QA standards The CSQA Specialist plays a vital role in maintaining high service quality and supporting continuous improvement within the support teams. ### Duties & Responsibilities: - Develop, update, and enforce Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs) - Conduct regular quality reviews of support tickets and participate in agent calibration sessions in coordination with the QA Team Lead - Identify, analyze, and help resolve workflow inefficiencies within the customer support process - Monitor, document, and report on quality performance metrics to the CS Team and management as required - Create and maintain training materials and operational manuals to support quality and compliance - Deliver training sessions and provide ongoing support to CS agents on systems, policies, and SOPs - Perform additional duties and tasks as assigned by the Supervisor ### Requirement: - Solid understanding of quality assurance concepts, methodologies, and tools - Strong analytical, problem-solving, and decision-making capabilities - Demonstrated experience in testing processes, version control, and defect management - Proficient in both written and spoken English - Excellent interpersonal and soft skills, including professionalism, teamwork, and a proactive attitude - Minimum of 2 to 3 years of experience in Customer Service or BPO Quality Assurance - Competent computer literacy and ability to work with standard office and QA software - Flexibility to work in a rotational schedule, including weekends or holidays as required - Willing to work from home or at the office/business site as needed - Bachelor’s degree or equivalent in a related field ### Nice to Haves: - Has Crypto and Fiat Spot/Futures knowledge - Has identity verification (KYC/KYB) experience - Self-motivated but is a team player and can work under pressure - Familiar with CRM/CSR flow and system ### Perks & Benefits - Competitive total compensation package - Various team-building programs and company events - Comprehensive healthcare schemes for employees - And many more! Apply and let us tell you more!