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Key Responsibilities:
- Develop, update, and enforce customer support quality assurance policies and SOPs.
- Conduct regular quality reviews of support tickets and participate in agent calibration sessions.
- Monitor, document, and report on quality performance metrics to the team and management.
Requirements:
- Solid understanding of QA concepts, methodologies, and tools.
- Minimum 2-3 years experience in customer service or BPO quality assurance.
- Strong analytical, problem-solving, and decision-making capabilities.
Benefits:
- Competitive total compensation package.
- Various team-building programs and company events.
- Comprehensive healthcare schemes for employees.
BTSE
BTSE Group is a leading global fintech and blockchain company building innovative technology and infrastructure for retail and institutional clients. The company fosters a culture of innovation and ambition, seeking motivated professionals to join its B2C and B2B teams.