Specialist, Quality Assurance (CDD)

Job Summary

OKX, a leading digital asset trading platform that utilizes blockchain technology, is seeking a Quality Assurance Specialist to ensure the delivery of high-quality customer service and maintain performance standards across all Global Business Service (GBS) functions. The successful candidate will monitor customer interactions, provide feedback to improve agent performance, and drive customer satisfaction through exceptional service.

About the Team

This team is part of the Global Business Service (GBS) Centre, specialized in providing operations support across various industries and sectors. They collaborate closely with key stakeholders to launch global products and implement effective risk management strategies for business growth.

About the Opportunity

The Quality Assurance Specialist will be responsible for evaluating customer interactions, identifying areas for improvement, and providing feedback and coaching to enhance agent performance. They will analyze data, recommend process enhancements, and ensure compliance with regulatory requirements related to customer service.

Requirements: Qualifications and Skills

• Minimum 1-2 years of experience in a Quality Assurance role (experience in the FinTech/Crypto industry is preferred)
• Able to work on-site and start immediately.
• Highly motivated and detail-oriented individual.
• Strong analytical skills to drive continuous improvement.
• Excellent communication skills, both verbal and written.
• Detail-oriented with the ability to multitask and prioritize effectively.
• Ability to work independently and collaboratively in a team.
• Familiarity with regulatory requirements and compliance standards in customer service.
• Comfortable working in a fast-paced, dynamic environment.

Key Responsibilities

• Conduct evaluations of customer interactions and provide feedback and coaching to improve agent performance.
• Perform root cause analysis of quality issues to identify and address systemic problems.
• Analyze quality monitoring data to identify trends and recommend training and process enhancements.
• Collaborate with cross-functional teams to resolve quality-related matters.
• Stay updated with industry trends and best practices in contact center quality assurance.
• Participate in the development and implementation of quality assurance initiatives.

Why Join Us?

• Competitive remuneration package and generous bonus programs.
• Meal Allowance up to RM 500/month.
• Monthly team building activities.
• RM 2500 Benefits per annum for training and wellness.
• Yearly bonus opportunities.
• Hybrid work arrangements.
• Convenient workplace location near MRT TRX.
• Excellent prospects for growth and promotion.
• Employee engagement, recognition, and appreciation programs.
• Multinational working environment with diverse backgrounds and cultures.