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OKX
Manager Quality Assurance
at OKX
9 months ago | 1036 views | 1 applications

Manager Quality Assurance

Full-time
Malaysia
Per year
$45,000 To $77,000

About the company

About OKX OKX is a leading crypto trading app, and a Web3 ecosystem. Trusted by more than 20 million global customers in over 180 international markets, OKX is known for being the fastest and most reliable crypto trading app of choice for investors and professional traders globally. Our Singapore office is a Product and Engineering hub and we are in the progress of expanding our teams in Singapore for the continuous growth of our global business. We build and maintain core trading platform with millions of daily active users. Design, Product and Engineering teams work cross-functionally to identify customer needs, and ship high-quality new features through fast iterations.

Job Summary

Requirements: What We Look For In You

📍Develop and implement quality assurance strategies, policies, and procedures for the contact centre to ensure consistent and excellent customer service delivery. 📍Design and implement quality monitoring programs to assess agent performance and adherence to service standards. 📍Conduct regular evaluations of customer interactions (chat sessions, emails, social media, tickets) to assess agent performance, identify areas for improvement, and provide feedback and coaching. 📍Analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements. 📍Collaborate with operation leads and trainers to develop and deliver training programs to address performance gaps and improve agent skills. 📍Establish key performance indicators (KPIs) and quality metrics to measure and track operation teams' performance, ensuring targets are met or exceeded. 📍Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement. 📍Collaborate with contact centre leadership to develop and implement quality improvement initiatives, standard operating procedures, and best practices. 📍Ensure compliance with regulatory requirements and industry standards related to customer service and data privacy. 📍Stay updated with industry trends, emerging technologies, and customer service best practices to continuously improve contact centre quality assurance processes.

Key Responsibilities: What You’ll be Doing

📍Minimum 3 years experience in Quality Assurance management field with a proven track record of designing and implementing effective quality monitoring programs 📍Strong leadership skills with the ability to manage a team of quality assurance analysts and drive change 📍Strong knowledge of contact centre operations, customer service principles, and quality assurance methodologies. 📍Familiarity with contact centre technologies, including customer relationship management (CRM) systems, call recording software, and quality monitoring tools. 📍Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions. 📍Strong coaching and feedback skills, with the ability to provide constructive feedback and develop action plans for performance improvement. 📍Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. 📍Knowledge of contact centre KPIs and performance metrics, and the ability to develop and track metrics to assess performance. 📍Familiarity with regulatory requirements and compliance standards related to customer service, such as the General Data Protection Regulation (GDPR) and Customer Operations Performance Centre (COPC) standards 📍Comfortable working in a fast-paced, dynamic environment with changing priorities.

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