Quality Assurance Jobs in Web3

Who We Are

Okcoin is one of the world’s largest and fastest growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone.

Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Miami, Singapore, Japan, and Korea, but we believe in you working wherever you work best.

About the Team:

This team is part of the Global Customer Service function, where it is at the heart of managing and balancing risk and reward for our global platform. We work closely with all our key stakeholders, such as Compliance, Product, Customer Service, 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 Learning & Development (L&D) and Quality Assurance (QA) Manager will provide program design and curriculum development, leading and coaching training and QA team members. In this role, you will design and enhance a program to efficiently onboard new hires, provide continuous learning and development to our existing teams, and ensure the quality of our work adheres to established guidelines and standards. You will make onboarding an invigorating experience by developing a curriculum and running impactful training sessions. You will work cross-functionally to monitor effectiveness, create improvement strategies, and define and drive critical metrics while developing and implementing long-term strategies.

At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and be able to adapt and adjust plans on the fly. You must also have strong prioritisation skills and a willingness to roll up one's sleeves to get the job done. Most importantly, you’ll drive results and significantly support the growth and adoption of clients’ products, features, and services.

What You’ll Be Doing:

• Oversee the development and delivery of the L&D and QA program to include onboarding, skills refreshers, new product features, and ongoing service training; quality assurance and feedback strategy
• Determine L&D needs by analysing quality-impacting issues and creating a plan of action to drive improvement
• Collaborate with an instructional designer and Operational Excellence (OpEx) Team in all phases of instructional design, and drive and own this process.
• Facilitate learning and development via multiple vehicles, including instructor-led training, Team Leader-led learning, self-study, blended learning, embedded learning, and e-learning.
• Select and design training modalities to meet individual-use cases.
• Own the reporting and communication of training performance metrics and ROI to all the relevant stakeholders.
• Facilitate training to other core business partners.

What We Look For In You:

• 6+ year’s experience in Learning & Development and Quality Assurance strategy development and management of training teams
• 3+ years of Instructional design experience and expertise
• Prior experience in product training and facilitation preferred
• Experience conducting a training needs analysis with the implementation of the complete training cycle: identify, design, delivery, evaluation
• Excellent verbal and written communication skills
• Experience implementing a wide range of change management and process improvement activities
• Ability to develop and implement learning goals and a plan of action based on broader organisational objectives and strategy
• Experience adapting to evolving products and technology in a fast-paced environment

Nice to Haves:

• Managed L&D and QA Team within a Contact Center environment
• You are either already or are eager to become an expert in the blockchain and cryptocurrency landscape and understand how speculators, traders, digital asset exchanges, blockchain money services businesses, and financial institutions operate.
• Familiarity with product management processes and tools
• Experience working with teams across offices and time zones.