Customer Service Quality Assurance Manager

CoinFlip is a leading fintech company powered by cryptocurrency. Believing everyone deserves to participate in the new digital economy, the company operates one of the world’s largest networks of cryptocurrency ATMs — with over 4,000 active kiosks — as well as an over-the-counter trading desk. In 2022, CoinFlip became an international company by expanding into Canada , and launched CoinFlip Ventures , a new initiative designed to support start-up companies.

CoinFlip placed No. 60 on the 2021 Inc. 5000 list of the nation’s fastest-growing private companies. CoinFlip was also named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain’s Business.

As our growth trajectory continues, we’re looking to quickly expand all of our teams. It’s an exciting time to join CoinFlip as we’re pursuing additional business lines and continued international expansion to further cement us as a leading financial technology company.

As a Customer Service Quality Assurance Manager, you will be responsible for maintaining a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

In addition to the day-to-day responsibility above, this role will take the lead for any third party Quality Assurance solutions implemented and be responsible for evaluating additional QA solution vendors.

Responsibilities

• Map the need for training and onboarding programs and initiate these projects
• Report support team’s performance to higher-ups
• Analyze all customer service metrics and how the support team’s performance affects those KPIs
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Review a subset of support agents’ conversations (calls, emails, chat, etc)
• Create strategies to improve support KPIs
• Accompany evaluations with meaningful and constructive feedback
• Evaluate and expand QA team based on implemented processes, systems and team growth.
• Other duties as assigned.
• Maintain and develop internal support and call center quality standards
• Assess support interactions based on internal standards
• Monitor customer service performance on the agent and team level
• Create reports that reflect support performance
• Help agents improve their performance with specific instructions and constant support
• Discuss and explain feedback with agents in regular meetings

Qualifications

• Great people skills and ability to communicate all types of feedback.
• Experience with the implementation of Quality Assurance systems and automation.
• Problem-solving capabilities to create meaningful strategies to improve support quality
• Proven track record of analytical skills
• Good organizational skills, knowledgeable of goal-setting practices
• Perception of basic business metrics and how support impacts those
• Hands-on experience in quality assurance
• 5 years of experience in the customer service space
• Examples of data visualization abilities and understanding of support metrics

Nice To Have

• Basic knowledge of cryptocurrency and blockchains
• General passion and knowledge of fintech and crypto

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted.

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.