Join the Pioneer Crypto Brand in the Philippines!

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

The Quality Assurance Associate will report directly to the Customer Experience and Governance Manager. The identified person will work closely with the customer experience team leaders and managers including relevant departments to ensure that we are providing high quality responses and improving processes to maximize agents efficiency.

The role will be required to create a QA scorecard that will be reviewed and improved on a regular basis to cope with the changing needs and expectations of the customers. The person will be expected to extract data and generate insights then identify areas of improvement in terms of processes and customer experience.

What You'll Do

Review agents conversations across all contact touchpoints to measure teams performance and track customer service quality
Organize a regular calibration session to evaluate agent performance
Identify lapses in agents performance and provide constructive feedback for improvement
Conduct 1 on 1 coaching on a weekly basis to eliminate any process gaps
Engage in customer listening to identify customer pain points and expectations. Review dissatisfaction comments from customers related to customer service to identify gaps in processes and handling then formulate action plans that would permanently address the issues
Drive the implementation of improved customer engagement strategies to increase agents efficiency. Identify processes that can be integrated to chatbot
Serve as an intermediary for escalations from agents and customers
Ensure communication is effectively delivered and appropriately addresses all customer concerns
Use customer service expertise to assess existing practices and procedures for process improvement opportunities within Customer Experience (CX) teams
Use tools to gather data and analyze trends or patterns affecting quality; highlight key successes and share best practices with associates and leads to ensure continued success in the quality of service. Present insights, provide structured and timely recommendations to the CX Leadership Team, management, and training as needed
Develop and conduct targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities
Collaborate with CX leadership, learning and development team, and the CX training teams to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
Ensure customer service readiness for every product deployment and rollout through negative scenarios handling documentation
Perform other duties that may be assigned by the immediate supervisor and may have an impact on business operations and company goals

What We Expect From You

Educational background in business administration, management, finance, entrepreneurship, operations, or relevant work experience
Preferably has experience in international BPOs and exposure to financial services/institutions and financial technology industries
Experience in customer service and QA or any audit-related work is a must
Proven track record of analytical and critical thinking skills even under pressure
Has knowledge of Google Suite programs
Experience in AI is highly preferred but not required
Strong verbal and written communication skills in both English and Filipino
Great people skills and ability to communicate (negative) feedback
Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
Good organizational skills, knowledgeable of goal-setting practices
Examples of data visualization abilities and understanding of support metrics
Perception and presentation of basic business metrics and how support impacts those
Problem-solving capabilities to create meaningful strategies to improve support quality
Keen to details and able to work with minimal to no supervision
Has a track record for getting things done - drive, ownership, and execution are at the core of our culture

Join the Coins Team Now!

Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.