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| Job Position | Company | Posted | Location | Salary | Tags |
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Binance | Malta |
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Binance | Europe |
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Binance | Europe |
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Binance | Cape Town, South Africa |
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Binance | Europe |
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Binance | Asia |
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Binance | Singapore, Singapore |
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Binance | Paris, France |
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Binance | Europe |
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Binance | Asia |
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Binance | Asia |
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Binance | Remote |
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Binance | Asia |
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Binance | Remote |
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Binance | Hong Kong, Hong Kong |
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Binance
This job is closed
Customer Service Quality Assurance Team Lead
Malta, Ta' Xbiex /
Customer Support – Customer Support /
Full-time Onsite
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Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.
Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?
Reporting to the Global Quality Assurance manager, the Quality Assurance Lead is responsible for helping our regional CS sites to improve Customer Satisfaction (CSAT) and Quality performance. The incumbent will be measured by customer satisfaction results coupled with performance indicators that improves the customer interactions.
Job Description:
- Manage a team of Quality analyst to perform monitoring of chats and provide quality reports
- Assessment of team’s performance & generating daily/weekly/monthly reports
- Evaluation of quality assurance processes to unveil any root cause of problems and provide actionable measures for improvement
- Training & Coaching based on quality reports, monthly performance and any ad-hoc requirements
- Conduct reviews to share on areas of improvements and best practices in weekly town halls
- Work closely with all the leaders to improve on service standards
Requirement:
- At least 1 year of experience in management within a contact center or operations environmentÂ
- An strong understanding of the importance of Quality and chat monitoring, and how critical behaviours impact the customer experience
- Proven ability to monitor and evaluate performance through case checking and to support improvementÂ
- Advanced knowledge in MS Office suite
- Knowledge of the crypto/financial industry is a huge plus
- Excellent interpersonal skills both verbal and written with the ability to communicate at all levels of the organisation
- Excellent English communication skill, additional knowledge in any Asian language would be a plus
Working at Binance
• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry
• Fast moving, challenging and unique business problems
• International work environment and flat organisation
• Great career development opportunities in a growing company
• Possibility for relocation and international transfers mid-career
• Competitive salary
• Flexible working hours, Casual work attire
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