Quality Analyst - Customer Operations

Bengaluru, Full time

Who We are and our Vision

CoinSwitch is the fastest growing Fintech company in India with a user base of 12M+, in just 16 months and growing every second. Currently, we make buying and selling crypto as simple as online shopping - but at CoinSwitch we are not only building a unique product, we are defining an industry.  Every day we work on industry-first problems with the resolve to bring out the best and most simple solutions for our users. The majority of these users are investing for the first time in their lives - not just in crypto but in any asset class. Their trust is what humbles us and drives us to do better. As we go on, we would not only double down on making crypto accessible for everyone, but we’ll also grow with our users and be a one-stop shop for all their investment needs. So if you are someone who thrives on problem-solving, takes ownership, bleeds for your users, and is excited about the mission of ‘Making money equal for all; we are waiting for you! 

Some interesting stats about us - 

1. 4 million + monthly active users
2. Monthly GMV of USD 1 Billion+ in trades
4. 60% users are from T2 and T3 cities - we are building for complete India
5. An average of 10+ experiments live at any point
6. 13.5 min is the average engagement time of a user/day

Our Values 
  • Customer First Approach
  • We take ownership
  • Disagree & commit
  • Every day is DAY 1
  • Think Big & Fail Fast
  • Data-driven decision making

About The Role:

We are looking for an innovative and experienced quality analyst to join our team who can demonstrate strong attention to detail and have analytical and problem-solving abilities. The ideal candidate must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues. The key responsibilities for this role would entail driving effectively the qualitative performance and superior customer experience of the support team, along with grooming and leading a team of internal QA’s.

What You Will Do:

  • You will ensure improvement and sustainability of processes based on quality audits
  • You will identify and remedy defects within the production process
  • You will work on drafting quality assurance policies and procedures
  • You will investigate customer complaints and product issues
  • You will recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
  • You will identify and explore quantitative and qualitative data to develop and enhance employee skills
  • You will tackle problems in creative and logical ways and brainstorm solutions with the management team
  • You will ensure that training needs are created and shared with the team
  • You will plan and manage on-the-job training, quizzes, refresher training, etc. 
  • You will work on an action plan to drive NPS and CSAT

What You Should Have:

  • 3-5  years of experience working in a customer satisfaction role, preferably in a startup environment
  • A strong drive to dig into data and derive insights
  • Excellent interpersonal skills and ability to work with and influence different stakeholders
  • Should have the ability to work under pressure and in an unstructured environment
  • Must have excellent knowledge of MS-Office, Excel, MIS, Dashboards and PowerPoint Presentation Skills, G-Suite
  • Prior experience in the crypto domain will be an added advantage.
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