Taguig City, Metro Manila, Philippines

Customer Experience – Quality Assurance /

Full-time Employee /

Hybrid

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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 multi-channel customer touchpoints, organize regular calibration sessions, and monitor service trends to measure team performance and maintain high CX quality standards.
Conduct weekly 1-on-1 and targeted group coaching sessions to deliver constructive feedback, address performance lapses, and eliminate process gaps across CX teams.
Review and support the onboarding workflow for partner merchants, ensuring rigorous Know Your Business (KYB) compliance, smooth merchant setup, and effective handling of merchant-related escalations.
Analyze customer dissatisfaction data and touchpoint feedback to uncover root causes, identify chatbot/automation integration opportunities, and drive strategies that boost agent efficiency.
Partner with CX leadership, Training, and L&D teams to streamline service delivery standards and document negative scenario handling to ensure team readiness for new product/feature rollouts.
Leverage data visualization tools to analyze quality metrics, highlight operational successes, and present structured, actionable insights to CX leadership to drive continuous business impact

What we expect from you

Graduate of Business Administration, Management, Finance, Operations, or related field; BPO experience in international financial services, fintech, or digital payments is highly preferred.
Proven track record in Customer Service, Quality Assurance/Audit, and hands-on experience or working knowledge in partner merchant onboarding and KYB processes.
Proficient in Google Suite, support metrics, data visualization, and basic business analytics, with an ability to connect CX performance to key business outcomes (AI/automation experience is a strong plus).
Excellent written and verbal communication skills in both English and Filipino, with high emotional intelligence and skill in delivering tough or constructive feedback.
Exceptional analytical and critical thinking skills under pressure, capable of formulating root-cause solutions and working with minimal supervision in a fast-paced environment.
Highly flexible team player who thrives wearing multiple hats, with strong organizational skills and a proven track record of drive, execution, and ownership.

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.

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