Quality Assurance Analyst

About UsEstablished in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 70 million registered users. We offer a professional platform where crypto traders can find an ultra-fast matching engine, excellent customer service and multilingual community support. We provide innovative online spot and derivatives trading services, mining and staking products, as well as API support, to retail and institutional clients around the world, and strive to be the most reliable exchange for the emerging digital asset class. Our core values define us. We listen, care, and improve to create a faster, fairer, and more humane trading environment for our users. Our innovative, highly advanced, user-friendly platform has been designed from the ground-up using best-in-class infrastructure to provide our users with the industry's safest, fastest, fairest, and most transparent trading experience. Built on customer-centric values, we endeavour to provide a professional, 24/7 multi-language customer support to help in a timely manner. As of today, Bybit is one of the most trusted, reliable, and transparent cryptocurrency derivatives platforms in the space.Language & Location Requirements Please note that applications are currently only being considered for candidates who meet one of the following language and location combinations: - Fluent in English and Mandarin Chinese, with willingness to work onsite in Kuala Lumpur (KL)- Fluent in English, Japanese, and Korean (remote eligible)- Fluent in English and Russian (remote eligible)- Fluent in English, Spanish, and Portuguese (remote eligible)

Please Note: This is a role within a customer service/call center environment, focusing on evaluating agent performance and improving service quality. ❗️This is NOT a software testing or IT QA position.

Job Description:

Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies. Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback. Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add. Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work. Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance. Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy. Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness. Keeping abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.

Requirements:

Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO. Excellent English and required languages communication skill and reading and writing proficiency is required. Experience as a Quality Analyst responsible for supporting customers on email and chat channels is highly advantageous. Prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction; able to conduct root cause analysis. Ideally but not limited to, a Bachelor’s degree in Business Administration, Finance/ Economics, Communication, Data Science/Analytics. Advantageous if you have working experience in the finance industries or BPO supporting financial clients. Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills. No problem working on site and rotational shifts if necessary.

Why Join UsAt Bybit, we are committed to fostering a supportive and enriching work environment. Our benefits include:- Study Growth Fund: We support your professional development and continuous learning.- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.