Responsibilities:

📍Grade support tickets against quality rubrics to ensure compliance with internal standards. 📍Collaborate with BPO quality leads to maintain consistency in QA practices across teams. 📍Identify performance trends to inform broader quality and training initiatives. 📍Provide feedback to support associates on areas for further development. 📍Monitor and report on QA performance metrics, providing actionable insights to support managers and leadership. 📍Drive continuous improvement by refining QA processes, ensuring they evolve to meet organizational needs. 📍Advocate for a culture of quality, partnering with cross-functional teams to uphold Gemini’s customer service standards.

Minimum Qualifications:

📍Experience in Quality Assurance: Proven track record of at least 3–5 years in quality assurance within a customer support environment. 📍Analytical Skills: Strong attention to detail, ability to analyze performance metrics, identify trends, and provide actionable insights to improve quality and agent performance. 📍Collaboration Skills: Proven ability to lead and drive cross-functional projects, fostering alignment and collaboration across teams to achieve continuous improvement and operational excellence. 📍Communication Skills: Excellent written and verbal communication skills, including experience providing feedback to support associates and presenting actionable recommendations to leadership.

If you’re passionate about blockchain and decentralized technologies, explore more opportunities in web3 and cryptocurrency careers.