Blue Cube Services Jobs in Manila, Philippines

KYC Quality Assurance (QA) & Training Associate (Contractor) - Cryptocurrency

Location - Remote (Manila and Makati)

Blue Cube Services is excited to recruit remote-working experienced Quality Assurance (QA) and Training Analyst to work on a project for one of the world’s leading software platforms for digital assets.

This is a self-employed contractor role compensated in cryptocurrency. As such, candidates are responsible for their own tax declarations.

We are seeking a highly skilled KYC QA & Training Associate to join our client’s global Customer Success team. Operating on a remote and contractor basis, you will play a pivotal role in ensuring the quality and efficiency of our first line Know Your Customer (KYC) processes. Preferred candidates should bring prior KYC and Quality Assurance experience, ideally in a front-office setting, where they have actively contributed to team performance through data analysis, process improvements, effective coaching and training initiatives, and improving overall customer satisfaction.

Roles and Responsibilities

• Assist in establishing, improving, and documenting QA framework and processes for the KYC front office team.
• Conduct weekly audits of KYC agent cases to assess and enhance process quality. Perform root cause analysis and make recommendations for addressing deficiencies or improvements to team processes.
• Review and enhance the KYC agent onboarding experience for new joiners.
• Identify training gaps, and deliver agent training on a regular basis. This includes creating training content such as SOPs and presentations.
• Assist team manager as a control point for regulatory compliance and operational risk mitigation in the customer onboarding process.
• Assist team manager in identifying and resolving talent gaps, including performance reviews
• Maintain SOPs and other process documentation on a regular basis.
• Conduct effective coaching sessions with KYC agents to provide feedback, training, and support in order to enhance their performance.
• Collaborate with internal stakeholders across Compliance, Customer Success, and Financial Operations teams as needed.
• Must be able to work during specific shift requirements, particularly around the time of the day from 4 to 12 (GMT/London time)

Experience & Skills

• In-depth knowledge and understanding of KYC, ML/TF, and fraud typologies/red flags
• 2+ years of KYC experience within Banking or related industry. Understanding of, or experience working in cryptocurrency industry or Blockchain technology is a bonus
• Minimum 1 year of experience in a quality assurance role
• Proven analytic skills working with large data sets, while maintaining attention to detail
• Excellent verbal, written and interpersonal communication skills in English
• Outstanding customer service skills and are dedicated to providing exceptional customer care
• Detail-oriented
• Adapt well to change and successfully set and adjust priorities as needed
• Strong and reliable WiFi connection
• Access to an appropriate laptop with a camera or a webcam, as well as a mobile phone capable of running authenticator software
• Willingness to undergo further background checks if required
• Proficiency in Microsoft Excel/Google Sheets, documentation and metrics

Compensation & Perks

• Competitive compensation in cryptocurrency
• Opportunities for progression based on performance
• Remote working flexibility