CoinFlip is hiring a

Web3 Call Center Quality Assurance Auditor

CoinFlip is a leading fintech company powered by cryptocurrency. The company operates the world's largest network of cryptocurrency ATMs by transaction volume with over 4,500 kiosks across 49 US states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, and Brazil supporting the buying and selling of major cryptocurrencies with cash. In 2020, CoinFlip launched Order Desk, an over-the-counter service that provides investors with a personal account manager and competitive coin pricing. In 2023, CoinFlip launched a digital platform called Olliv: the easiest way to buy, sell, send, swap, and receive crypto. 

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. For more information about CoinFlip, please visit www.CoinFlip.tech.

We're seeking skilled individuals to join us as Customer Service Quality Assurance Auditors. In this role, your primary objective is to elevate the consistency of service excellence within our team. You'll be responsible for evaluating and grading interactions such as calls, emails, and chats based on predefined call standards, established scorecard criteria, and company policies. As a QA Auditor, you'll provide accurate and timely call scores to both customer service agents and leaders, offering coaching when needed to enhance performance and adherence to scorecards. This role reports to the QA Manager.

Responsibilities:

• Evaluate both inbound and outbound interactions between agents and customers, assessing elements like agent demeanor, technical accuracy, call management, customer sentiment, and adherence to company policies.
• Participate in regular call calibration sessions to ensure consistency in assessment.
• Monitor and identify emerging trends in common customer issues and agent handling.
• Regularly share valuable agent feedback with the QA Manager and other departmental leaders.
• Deliver constructive and thoughtful feedback to agents based on their scorecards.
• Collaborate on refining training materials as required to drive improvements.
• Engage in weekly team and departmental meetings.
• Cultivate a positive team culture through your contributions and interactions.
• Other assigned responsibilities.

Qualifications:

• Minimum of 1-3 years of experience in QA call auditing within a call-center or high-volume customer support environment.
• Excellent verbal and written communication skills in English; bilingual proficiency is a plus (Spanish, Italian, German, Brazilian Portuguese).
• Proven self-motivator, coupled with strong organizational and time-management abilities.
• Familiarity with customer service best practices and a solid grasp of common call center support metrics/KPIs.
• Able to succeed in a fast-paced, deadline-driven organization, and a willingness to swiftly adapt to changes.
• Exceptional attention to detail, adept active listening, and analytical skills.
• Strong interpersonal skills and an ability to deliver feedback professionally, in a clear and concise manner.
• Ability to collaborate on meaningful strategies aimed at enhancing support quality.
• Proficiency in Microsoft Office Suite or equivalent software.
• Familiarity with call-center contact solutions/software (e.g., Salesforce, Zendesk, Talkdesk, Zoho, Five9, AWS Connect, EvaluAgent, etc.).
• Ability to work a flexible hourly schedule

Nice to Have:

• Basic knowledge of cryptocurrency and blockchains
• General passion and knowledge of fintech and cryptocurrency

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.