Quality Assurance Specialist

**Working At Bitso**:
We are a diverse team that takes pride in understanding the perspectives of others. We fully embrace working remotely and we are eager to act, improve and accelerate progress inside and outside of our organization.

To drive revolutionary changes in society and make crypto useful, we delight our customers with world-class products, deep care, and intentional empathy.

**Your Purpose**:
As a CS Quality Assurance specialist, you will help us to ensure that all the agents from Argentina, Colombia, and Mexico follow the established processes and that they live Bitso values in every interaction with the users. Bitso is a customer-centric company and our user experience is the most important for us

This role will be responsible for the quality of the Customer Support team by evaluating, monitoring, identifying opportunities, and executing actions that will lead to a continuous improvement of the quality standard of Customer Support Operation. You will contribute to Bitso's mission of giving a World Class service to all of our users.

**Reports To**:
Customer Support Supervisor

**Who You Are**:
Failure to meet any of the following required qualifications could result in an automatic rejection
- Minimum 1 year of experience evaluating Quality Assurance in a customer support team
- Google Docs knowledge
- Written and verbal communication skills
- Detailed Oriented
- Coaching
- Fast learning ability
- Goal oriented

**What You Will Do**:

- This role will ensure that the Customer Support agents from Argentina, Colombia, and Mexico follow the established process and Bitso guidelines in all the interactions the agents have with all Bitso users.
- The role is responsible for leading the agents to their best performance by identifying opportunities in their tickets, giving feedback to them, and creating action plans next to their team leaders.
- The Quality Assurance specialist will also be responsible for building the monthly report with all the results from the agents and action plans for achieving QA goals.

LI-Remote

LI-AR1

**Who We Are**:
With over 5 million users, Bitso is the leading cryptocurrency platform in Latin America. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we're committed to making it useful by providing equal access to safe and intuitive financial products.

We are here to make a lasting impact on our customer's lives and we do so by embracing our core values:

- **Be Human**: we delight our customers through great products, deep care and true empathy. We are humble and we take pride in understanding the views of others to help us see the full picture.
- **Drive Change**: we're fearless pioneers committed to unlocking the crypto revolution for humanity. We move fast, take risks and work together to drive lasting impact.
- **Choose Bold Honesty**: we seek the truth, especially when it's uncomfortable, in our teams, products and business reality because that will uncover where we need to focus.
- **Be An Owner**: our sense of urgency makes us have a bias towards action, where we prioritize exceptionally and are wise in allocating our time to ensure we always deliver creative and innovative results.

Learn more about our culture and values.

**Compensation & Benefits**:
At Bitso, you are taking the front seat on the edge of crypto innovation, creating the next generation of crypto-powered products.

So for those willing to commit, adapt and pioneer the most important change of the century we offer:

- **Me Time** program, including unlimited paid time off.
- **Remote-first** work environment.
- **Employee Stock Option** program.
- **Zero trading fees** through our Bitso app.
- **Extended Family Leave** policy: all birthing parents, non-birthing parents and adopting parents are eligible for a 4-months leave.
- **Premium health, dental and life insurances** in Mexico, Brazil and Argentina.
- **Mental wellness** platform.
- **Volunteering** days.
- **Subsidized caregiving** for children, adults or pets.
- **Monthly stipend** for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more.

Want to leave an undoubtedly legacy with us? Fasten your seatbelt and join this spaceship, where you will find exponential growth and the opportunity to thrive
- These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
- This role is expected to work remotely.
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