Quality Assurance Manager
Reno, USA
Full time
Office
Compensation is not specified
Role
QA Engineer
Description
About Figure
Figure aims to transform financial services through its innovative technology platform, which is expanding rapidly. Leveraging its platform's loan origination activities and network of partners, Figure is developing new products to enhance industry efficiency and transparency. The platform, powered by advanced technology, facilitates transparent and efficient capital markets, supported by the increasing pool of assets originated on it. The team at Figure is committed to driving this transformation journey, embodying qualities of drive, innovation, collaboration, and a passion for pioneering new initiatives.
About the Role
An opportunity at Figure exists for a skilled Quality Assurance Manager to join the omni-channel contact center team. The Quality Assurance Manager will have a pivotal role in maintaining consistent quality across all customer interaction channels, encompassing voice, chat, email, and loan file tasks. Responsibilities involve creating and implementing quality assurance processes, monitoring performance metrics, conducting evaluations, and offering coaching to enhance customer service delivery. Candidates with a strong dedication to upholding high customer experience standards and proven quality assurance experience in a contact center setting are encouraged to apply.
Key Responsibilities
- Develop and execute quality assurance strategies, policies, and procedures to ensure uniform service delivery across all communication channels.
- Create quality monitoring programs to assess customer interactions for conformance to company standards, accuracy, compliance, conversion, and professionalism.
- Analyze quality metrics and performance data to spot trends, issues, and improvement opportunities.
- Lead and oversee a team of quality specialists, providing guidance, training, and performance feedback.
- Offer regular feedback and coaching to contact center agents and leadership grounded on quality monitoring outcomes.
- Collaborate with training and operations teams to establish and implement training programs targeted at enhancing quality and customer experience.
- Conduct root cause analysis and implement corrective actions for quality-related matters and customer complaints.
- Maintain records of quality assurance activities, audit findings, and remedial actions taken.
- Ensure adherence to industry regulations and standards concerning the lending environment, customer interactions, and data privacy.
- Cultivate a culture of continuous enhancement and quality excellence within the contact center team.
What We Seek
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in a quality assurance role within a contact center environment, preferably in an omni-channel setup.
- Proven track record of developing and executing quality assurance programs and methodologies.
- Comprehensive understanding of contact center operations, customer service best practices, and quality management principles.
- Experience in team management and supervision.
- Capability in conducting quality monitoring, evaluations, and performance analysis.
- Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
- Outstanding communication and interpersonal skills for giving constructive feedback and coaching.
- Excellent organizational skills with meticulous attention to detail and proficient management of multiple priorities effectively.
- Desired: Certification in Quality Management (e.g., Certified Quality Manager, Six Sigma Black Belt).
- Experience with quality management systems (QMS) and contact center technologies (e.g., CRM, workforce management).
- Familiarity with omni-channel contact center platforms and tools.
- Expertise in implementing quality assurance strategies to enhance customer satisfaction and operational effectiveness.
Benefits and Perks
- Competitive salary and growth prospects.
- Company quarterly performance-based bonus.
- Equity stock options package.
- Comprehensive health, vision, dental insurance, and wellness program for employees and dependents.
- Employer-funded life and disability insurance coverage.
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
- Up to 12 weeks paid family leave.
- Options for in-office, remote, or hybrid work locations.
- Home office and technology stipend for those working outside a traditional office over 75% of the time.
- Flexibility in time-off policy to empower employees to take needed breaks.
- Provision for continuing education reimbursement.
- Routine Team swag deliveries.
For residents based in CO, NY, CA, and WA, the salary range is $70,400 - $88,000 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.
For individuals in California: By applying, you acknowledge the California Employee and Prospective Employee Privacy Notice. Figure will not sponsor work visas for this position and requires all hired individuals to verify identity and eligibility to work in the United States.
Skills Required
Figure
Website
www.figure.comCompany size
Not specified
Location
United States
Description
Not specified
bitcastle .
Customer Service Executive
City Of Manila, Philippines
City Of Manila, Philippines
Part time
Remote
About the Company
Bitcastle is a cryptocurrency exchange platform which aims to create a new age of exchange where everyone can use it safely and have fun. As we expand and take a more active approach to global expansion, bitcastle is looking to hire a Part- Time Customer Service Executive to join our team.
About the Role
The role involves managing customer inquiries, handling KYC processes, responding to emails, and monitoring messages across platforms like Telegram and WhatsApp. The ideal candidate will have strong Japanese language skills and a customer service background. This role will be fully remote.
- Handle customer inquiries via email and chat support.
- Support customer service operations, including but not limited to user research, handling enquiries, process withdrawal applications, KYC, bug reporting, Q&A updates.
- Understand policies and procedures of global customer support, adhere to policies set, ensuring high quality support is provided to users in accordance with global standard.
- Create and post customer announcements.
- Monitor and respond to messages on Telegram and WhatsApp.
- Provide support related to Forex and Crypto (knowledge is a plus).
- During business hours, in addition to responding to customer inquiries, you will be asked to perform tasks such as operating systems to create support-related systems or help center articles as needed, checking payment status, and editing or revising FAQ page
- Maintain a high level of professionalism in customer interactions.
- Adapt to potential future responsibilities, including chatbot and phone support.
- Work together and support other departments to report and solve any customer queries.
Requirements:
- Minimum 2 years of experience in customer service.
- Japanese language proficiency (mandatory).
- Ability to work 3 weekdays + 2 weekends (at least 1 weekend day required).
- Strong communication and interpersonal skills.
- Available to start immediately.
- Strong written and verbal communication skills.
- Must have a PC available for work (smartphones and iPads are not acceptable).
- Must have an internet environment with no data usage restrictions.
Preferred Qualification:
- Knowledge of Forex and Crypto.
Bitcastle is a cryptocurrency exchange platform which aims to create a new age of exchange where everyone can use it safely and have fun. As we expand and take a more active approach to global expansion, bitcastle is looking to hire a Part- Time Customer Service Executive to join our team.
About the Role
The role involves managing customer inquiries, handling KYC processes, responding to emails, and monitoring messages across platforms like Telegram and WhatsApp. The ideal candidate will have strong Japanese language skills and a customer service background. This role will be fully remote.
- Handle customer inquiries via email and chat support.
- Support customer service operations, including but not limited to user research, handling enquiries, process withdrawal applications, KYC, bug reporting, Q&A updates.
- Understand policies and procedures of global customer support, adhere to policies set, ensuring high quality support is provided to users in accordance with global standard.
- Create and post customer announcements.
- Monitor and respond to messages on Telegram and WhatsApp.
- Provide support related to Forex and Crypto (knowledge is a plus).
- During business hours, in addition to responding to customer inquiries, you will be asked to perform tasks such as operating systems to create support-related systems or help center articles as needed, checking payment status, and editing or revising FAQ page
- Maintain a high level of professionalism in customer interactions.
- Adapt to potential future responsibilities, including chatbot and phone support.
- Work together and support other departments to report and solve any customer queries.
Requirements:
- Minimum 2 years of experience in customer service.
- Japanese language proficiency (mandatory).
- Ability to work 3 weekdays + 2 weekends (at least 1 weekend day required).
- Strong communication and interpersonal skills.
- Available to start immediately.
- Strong written and verbal communication skills.
- Must have a PC available for work (smartphones and iPads are not acceptable).
- Must have an internet environment with no data usage restrictions.
Preferred Qualification:
- Knowledge of Forex and Crypto.
Ale Ortiz
Crypto Customer Support Specialist
Mexico City, Mexico
Mexico City, Mexico
Full time
Remote
Job Overview
Sequence is seeking a dedicated Crypto Customer Support Specialist to join our remote team, working European or Asian hours.
As we empower traders worldwide with our trading algorithms.
We need an experienced professional who can deliver exceptional customer service while navigating the dynamic world of cryptocurrency and blockchain technology.
About Sequence
Sequence is a cutting-edge cryptocurrency trading system designed for simplicity and efficiency.
We offer algorithmic trading, low fees, and customizable strategies to traders of all levels.
Responsibilities
Customer Interaction and Support
- Respond promptly to customer inquiries via email (Zendesk).
- Guide users through account setup, verification, and platform navigation.
- Troubleshoot issues related to transactions, deposits, withdrawals, and account security.
- Resolve customer complaints or disputes in line with company policies.
Technical Knowledge and Application
- Simplify complex cryptocurrency trading, exchange issues and blockchain concepts for users of all experience levels.
- Stay informed on crypto market trends, platform updates, and industry developments.
- Assist with transaction verification and compliance-related tasks.
- Identify recurring issues in customer inquiries to inform platform improvements.
Compliance and Security
- Flag and escalate suspicious activities to the compliance team.
- Ensure customer interactions comply with regulatory and company standards.
- Maintain detailed records of customer interactions and follow up on open cases.
- Contribute to creating FAQs, knowledge base articles, and support resources.
Requirements
Experience and Education
- Minimum 3 years of customer support experience in cryptocurrency, fintech, or financial services.
- Strong knowledge of blockchain technology, crypto trading, and digital assets.
- Bachelor’s degree preferred but not required with relevant experience.
Technical Skills
- Deep understanding of cryptocurrency markets and blockchain mechanics.
- Experience with customer service platforms, ticketing systems, or CRM tools.
- Basic troubleshooting skills for crypto transaction issues.
- Proficiency with computers and ability to adapt to new systems quickly.
Personal Qualities
- Fluent in written and verbal English; additional languages are a plus.
- Strong problem-solving skills and attention to detail.
- Ability to explain technical concepts clearly and concisely.
- Empathy, patience, and professionalism when handling customer concerns.
- Adaptability to thrive in a fast-paced, evolving environment.
- Passion for cryptocurrency and trading.
Compensation and Benefits
- Competitive base salary starting at $18,000 USD annually, with higher compensation based on experience and performance - paid in BTC / USDT
- Performance-based bonuses.
- Fully remote work with flexible scheduling for European or Asian hours.
- Collaborative, innovative, and supportive team culture.
Location
- Fully remote position, with a preference for candidates available to work North America / EMEA time zones.
How to Apply
Submit your resume, a cover letter detailing your passion for cryptocurrency and customer support, and any relevant certifications to support@tradewithsequence.com with the subject line "Crypto Customer Support Specialist Application." Applications are reviewed on a rolling basis, and qualified candidates will be contacted for interviews.
Sequence is an equal opportunity employer dedicated to fostering diversity and inclusion in the workplace.
Sequence is seeking a dedicated Crypto Customer Support Specialist to join our remote team, working European or Asian hours.
As we empower traders worldwide with our trading algorithms.
We need an experienced professional who can deliver exceptional customer service while navigating the dynamic world of cryptocurrency and blockchain technology.
About Sequence
Sequence is a cutting-edge cryptocurrency trading system designed for simplicity and efficiency.
We offer algorithmic trading, low fees, and customizable strategies to traders of all levels.
Responsibilities
Customer Interaction and Support
- Respond promptly to customer inquiries via email (Zendesk).
- Guide users through account setup, verification, and platform navigation.
- Troubleshoot issues related to transactions, deposits, withdrawals, and account security.
- Resolve customer complaints or disputes in line with company policies.
Technical Knowledge and Application
- Simplify complex cryptocurrency trading, exchange issues and blockchain concepts for users of all experience levels.
- Stay informed on crypto market trends, platform updates, and industry developments.
- Assist with transaction verification and compliance-related tasks.
- Identify recurring issues in customer inquiries to inform platform improvements.
Compliance and Security
- Flag and escalate suspicious activities to the compliance team.
- Ensure customer interactions comply with regulatory and company standards.
- Maintain detailed records of customer interactions and follow up on open cases.
- Contribute to creating FAQs, knowledge base articles, and support resources.
Requirements
Experience and Education
- Minimum 3 years of customer support experience in cryptocurrency, fintech, or financial services.
- Strong knowledge of blockchain technology, crypto trading, and digital assets.
- Bachelor’s degree preferred but not required with relevant experience.
Technical Skills
- Deep understanding of cryptocurrency markets and blockchain mechanics.
- Experience with customer service platforms, ticketing systems, or CRM tools.
- Basic troubleshooting skills for crypto transaction issues.
- Proficiency with computers and ability to adapt to new systems quickly.
Personal Qualities
- Fluent in written and verbal English; additional languages are a plus.
- Strong problem-solving skills and attention to detail.
- Ability to explain technical concepts clearly and concisely.
- Empathy, patience, and professionalism when handling customer concerns.
- Adaptability to thrive in a fast-paced, evolving environment.
- Passion for cryptocurrency and trading.
Compensation and Benefits
- Competitive base salary starting at $18,000 USD annually, with higher compensation based on experience and performance - paid in BTC / USDT
- Performance-based bonuses.
- Fully remote work with flexible scheduling for European or Asian hours.
- Collaborative, innovative, and supportive team culture.
Location
- Fully remote position, with a preference for candidates available to work North America / EMEA time zones.
How to Apply
Submit your resume, a cover letter detailing your passion for cryptocurrency and customer support, and any relevant certifications to support@tradewithsequence.com with the subject line "Crypto Customer Support Specialist Application." Applications are reviewed on a rolling basis, and qualified candidates will be contacted for interviews.
Sequence is an equal opportunity employer dedicated to fostering diversity and inclusion in the workplace.
Payment in Crypto
Tien Anh
Part-Time Support in Brazil
Part time
Remote
We're seeking someone currently based in Brazil to assist with occasional support tasks. This is a part-time role with light responsibilities—ranging from 10 minutes to 6 hours per month—offering $100/month in compensation. It's a long-term opportunity, expected to last over a year.
Sally Xiao
Online Customer Support
Full time
Remote
Apply only if you can use German, Turkish, Persian, AND have CEX customer service experience!!
Job duties.
Be responsible for receiving users’ inquiries and answering concerns through online customer service tools.
Be agile to send feedback of users’ problems, do a good job of collecting and organizing problems.
Be proficient in English. With German, Turkish, or Persian will be preferred.
Have strong business sensitivity, be able to master the basic business after training. With Cryptocurrency related knowledge and experience is preferred.
Be thoughtful about daily work and good at finding obstacle points in users’ experience, digging users’ needs, and promoting problem solution and processing optimization.
Be adaptive to shift work for both day and night shifts.
Job requirements.
Have good logical thinking ,be able to judge the real needs of users.
Be enthusiastic about customer service , responsible for customer experience , and be able to provide comprehensive solutions to problems.
Be able to adjust communication method effectively according to different users’ requests and needs.
Possess self-management skills and be able to work independently in an ever-changing and fast-paced environment.
Have good learning ability, be good at discovering and self-summary.
Be experienced in providing support to customers by online chat services, email, and tickets.
Have good communication skills, good presentation skills, strong affinity, hard-working ability, good pressure-bearing ability.
Job duties.
Be responsible for receiving users’ inquiries and answering concerns through online customer service tools.
Be agile to send feedback of users’ problems, do a good job of collecting and organizing problems.
Be proficient in English. With German, Turkish, or Persian will be preferred.
Have strong business sensitivity, be able to master the basic business after training. With Cryptocurrency related knowledge and experience is preferred.
Be thoughtful about daily work and good at finding obstacle points in users’ experience, digging users’ needs, and promoting problem solution and processing optimization.
Be adaptive to shift work for both day and night shifts.
Job requirements.
Have good logical thinking ,be able to judge the real needs of users.
Be enthusiastic about customer service , responsible for customer experience , and be able to provide comprehensive solutions to problems.
Be able to adjust communication method effectively according to different users’ requests and needs.
Possess self-management skills and be able to work independently in an ever-changing and fast-paced environment.
Have good learning ability, be good at discovering and self-summary.
Be experienced in providing support to customers by online chat services, email, and tickets.
Have good communication skills, good presentation skills, strong affinity, hard-working ability, good pressure-bearing ability.
Payment in Crypto
David Rich
Member Service Representative
Cincinnati, USA +2
Cincinnati, USA +2
Full time
Remote
We are seeking a dedicated Member Service Representative to join our team. The ideal candidate will be responsible for providing top-notch customer service and support to our valued members. This position requires someone with a strong background in customer service, sales and marketing, and administrative support.
Responsibilities:
- Provide excellent customer service to members over the phone, email, and in-person.
- Assist members with account inquiries, product information, and any issues or concerns they may have.
- Cross-sell and promote products and services to enhance member experience and increase sales.
- Process member transactions, including deposits, withdrawals, and loan applications.
- Maintain accurate member records and ensure all documentation is up to date.
- Assist in administrative tasks such as answering phones, filing, and data entry.
Requirements:
- Proven experience in customer service, sales and marketing, and administrative support.
- Strong interpersonal and communication skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficiency in using Microsoft Office Suite and other relevant software.
- Strong attention to detail and organizational skills.
If you have a passion for providing exceptional service, are comfortable working with a diverse group of members, and have the necessary skills to excel in this role, we encourage you to apply for the Member Service Representative position.
Responsibilities:
- Provide excellent customer service to members over the phone, email, and in-person.
- Assist members with account inquiries, product information, and any issues or concerns they may have.
- Cross-sell and promote products and services to enhance member experience and increase sales.
- Process member transactions, including deposits, withdrawals, and loan applications.
- Maintain accurate member records and ensure all documentation is up to date.
- Assist in administrative tasks such as answering phones, filing, and data entry.
Requirements:
- Proven experience in customer service, sales and marketing, and administrative support.
- Strong interpersonal and communication skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficiency in using Microsoft Office Suite and other relevant software.
- Strong attention to detail and organizational skills.
If you have a passion for providing exceptional service, are comfortable working with a diverse group of members, and have the necessary skills to excel in this role, we encourage you to apply for the Member Service Representative position.
Payment in Crypto