About the role
About Us
Language & Location Requirements
Please note that applications are currently only being considered for candidates who meet one of the following language and location combinations:
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 Us
At 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.
Aplyr's read
Bybit is a fast-growing cryptocurrency derivatives exchange, attracting talent interested in high-leverage trading platforms and innovative financial technologies.
What's promising
- •Bybit offers high leverage options, appealing to experienced traders seeking significant returns.
- •The company is expanding globally, hiring for roles in diverse regions like Thailand and Poland.
- •Bybit invests in cutting-edge technology, evident from roles like Principal Blockchain Development Engineer.
What to watch
- •High leverage trading can result in significant losses, posing risks to traders.
- •The cryptocurrency market is highly volatile, affecting Bybit's business stability.
- •Regulatory scrutiny on cryptocurrency exchanges could impact Bybit's operations.
Why Bybit
- •Bybit focuses on cryptocurrency derivatives, offering unique trading opportunities compared to standard exchanges.
- •The platform's high leverage options set it apart in the crypto trading space.
- •Bybit's global expansion strategy highlights its ambition to become a leading player in the crypto market.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Bybit
Bybit is a cryptocurrency derivatives exchange that offers trading in various digital assets, including Bitcoin and Ethereum. It provides a platform for users to trade futures contracts and other derivatives with high leverage.
