Quality & Training Manager

Remote /
Customer Support /
Full-time
Binance.US’ mission is to provide liquidity, transparency and efficiency to digital financial markets by creating products that meet the needs of consumers and corporations across the globe. We build bridges between traditional finance and digital markets that enable growth for all participants.

Seeking an experienced quality leader to create, drive, and manage a written quality program.  This role will work closely with the leadership team to deliver coaching, feedback, and performance-related data.  The ideal candidate for this position will have quality management experience and experience managing a business partner team.  Interested candidates should have familiarity with crypto platforms, understand the customer journey of a crypto transaction, or the overall customer journey mapping process.

Responsibilities

    • Develop the overall CX quality performance measurement system
    • Drive the development of the quality team to improve the efficiency of internal processes
    • Partner closely with the leadership team to establish initiatives that drive key metrics with the customer experience
    • Develop reporting to cascade to key stakeholders on a regular basis
    • Collaborate with team leaders to share performance issues and overall performance trends
    • Create action plans to increase the level of quality and drive efficiencies
    • Partner with the operations effectiveness leader to map the customer journey and identify process gaps, user experience issues, and drive those findings to production
    • Works with the leadership team to draft and maintain SOPs and training materials
    • Foster a culture of customer advocacy and compliance
    • Manage and maintain the partnership with TaskUs - general support, quality auditing, and training
    • As the team grows, be able lead quality analysts who will be responsible for root cause analysis breakdowns, ticket auditing, and project management

Requirements:

    • 3+ years of experience in a leadership role within quality, customer experience operations, or contact center management
    • 1+ years of experience managing vendor relationships and performance
    • 1+ years experience managing customer-facing teams, developing employees, or direct management of employees
    • Uncompromising commitment to quality and the customer experience
    • Demonstrates a strong sense of ownership and responsibility to hit tight deadlines
    • Ability to exercise critical thinking and strong problem-solving skills
    • Project management capabilities to drive work forward
    • Strong written and verbal communication skills
    • Attention to detail and analytical skills
    • Interest in working in a high-pressure, fast-paced environment
Binance.US is an Equal Opportunity Employer. Our mission is to give all Americans access to digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.