Customer QA Specialist
APAC
CUSTOMER SUPPORT – CUSTOMER SERVICE /
Full-time remote /
Remote
As one of the world’s top 10 digital asset exchanges, we provide a best- in-class experience in trading, security, and blockchain product innovation.
We aim to democratize access to the markets for all, making it possible for the most recent and promising cryptocurrency projects to be listed and traded safely and securely. Are you excited to join a decentralizing force in the world?
What you will be doing
- Conduct regular evaluations of customer interactions (live chat and emails) to access agent performance, identify areas of improvement as well as provide feedback and coaching.
- Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.
- Create strategies to improve the agents’ KPI.
- Monitor customer service performance on the agents and team level.
- Create reports that reflect support performance.
- Identifying and resolving workflow and production issues.
- Creating training materials and provide the necessary training to the team members to improve the overall performance.
- Initiate calibration sessions within the operation, training and product teams to establish process, define quality standards, ensure consistency/fairness, refine and refocus training.
- Assist in modifying the current SOP and macros from time to time.
What we are looking for
- Minimum 1-2 years of experiences in Quality Assurance Role (preferable who has experience
- in crypto or fintech industry).
- Able to work independently and discipline as this would be a remote working role.
- Preferable who can start immediately.
- Minimum posses Diploma in any field.
- Must be able to speaks in Mandarin and English.
- Excellent communication skills, both verbal and written.
- Highly motivated and detailed-oriented individual to join our team as QA Specialist.
- Strong analytical skills with the ability to analyse data.
- Detailed-oriented with a strong multi-task and prioritize effectively
A values-based culture that trusts your knowledge, vision, and autonomy, we focus on taking the best products and campaigns to wow our customers and bring the freedom of decentralization to every part of the world.
Integrity, insight, innovation, purpose and cooperation are inscribed within our culture. At Gate, we are committed to GateStyles and we are looking for candidates who also exhibit the same values.
Gate.io, founded in 2013, is one of the pioneering cryptocurrency exchanges and offers services worldwide related to the trading of multiple leading digital assets. With millions of registered users, it is considered one of the safest and most reliable global cryptocurrency platforms, consistently ranked among the top 10 cryptocurrency exchanges based on liquidity and trading volume (CoinGecko). Additionally, Gate.io has been verified by Blockchain Transparency.
