Cryptocurrency Quality Assurance Specialist

4 days ago


Hyderabad City Taluka, Pakistan Coinbase Full time
Cryptocurrency Quality Assurance Specialist

We are seeking a highly skilled Cryptocurrency Quality Assurance Specialist to join our Customer Experience (CX) organization and play a key role in providing the most trusted and value-added Customer Support in Crypto.

This is an exceptional opportunity for a passionate individual who believes in the power of crypto and blockchain technology to update the financial system. If you're eager to leave your mark on the world, relish the pressure and privilege of working with high-caliber colleagues, and actively seek feedback to keep leveling up, then this might be the perfect fit for you.

The Cryptocurrency Quality Assurance Specialist will serve as a subject matter expert, quality officer, and process engineer for specific lines of business (LOB). You'll work closely with production QA teams to ensure compliance with audit requirements, generate actionable insights, and share key findings with stakeholders.

Responsibilities:
  • Full ownership of quality program: Govern the quality management of specific lines of business assigned to you. Ensure quality deliverables are done on time based on business requirements.
  • Analyze metric trends: Support our business operations by analyzing KPI trends and conduct root cause analysis. Surface agent and non-agent opportunities and work with different stakeholders by proposing a solution and executing it.
  • Communicate quality issues: Present QA findings, insights, and recommendations persuasively to inspire positive change via business reviews and other channels with your stakeholders.
  • Manage quality projects and deployments: Work with the QA leaders in developing quality solutions for your LOBs which will help drive metric improvement.
  • Own dashboard management: Work with Analytics in developing and maintaining quality dashboards to monitor KPI movements.
  • Facilitate calibration sessions: Ensure productive discussions during calibration calls with production QAs, training facilitators, and operations. Drive alignment scores above expectations.
  • Handle disputes and escalations: Work with your stakeholders in managing audit disputes and misalignments. Clarify process grey areas and make them clear in our agent SOPs. Prioritize critical escalations as needed and work with your stakeholders in minimizing such instances.


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