Quality Assurance Analyst

<div class="content-intro"><p><strong>About Us</strong></p> <div data-page-id="HladdPLXIoNz4nxkqkCuk4rAs8v" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-XCikdRR2xoZIjdxtCKcuOflrs8d">Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.</div> <div class="ace-line ace-line old-record-id-IF06dI0MPoBwYfxbZ4zui13HsoC">&nbsp;</div> <div class="ace-line ace-line old-record-id-X5EbdOwvMoYuOmxQBbuueUEDsDd">Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.</div> <div class="ace-line ace-line old-record-id-LtVud2dO7oglqJxxZoOucqjJsPc">&nbsp;</div> <div class="ace-line ace-line old-record-id-RMHkdm4bPo66l3xMVO8ui1o8sle">Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.</div> </div></div><p>Language &amp; Location Requirements</p> <p>Please note that applications are currently only being considered for candidates who meet one of the following language and location combinations:</p> <div data-zone-id="0" data-line-index="0" data-line="true">- Fluent in English and Mandarin Chinese, with willingness to work onsite in Kuala Lumpur (KL)</div> <div data-zone-id="0" data-line-index="1" data-line="true">- Fluent in Dutch, Polish, German (any two languages)</div> <div data-zone-id="0" data-line-index="2" data-line="true">- Fluent in English, Japanese, and Korean (remote eligible)</div> <div data-zone-id="0" data-line-index="3" data-line="true">- Fluent in English and Russian (remote eligible)</div> <div data-zone-id="0" data-line-index="4" data-line="true">- Fluent in English, Spanish, and Portuguese (remote eligible)</div> <p><strong>Please Note:</strong>&nbsp;This is a role within a&nbsp;<strong>customer service/call center environment</strong>, focusing on evaluating agent performance and improving service quality.</p> <p><strong>❗️</strong>This is&nbsp;<strong>NOT a software testing or IT QA position.</strong></p> <p>&nbsp;</p> <p><strong>Job Description:</strong></p> <ul> <li>Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.</li> <li>Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.</li> <li>Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add.</li> <li>Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work.</li> <li>Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.</li> <li>Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.</li> <li>Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness.</li> <li>Keeping abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.</li> </ul> <p>&nbsp;</p> <p><strong>Requirements:</strong></p> <ul> <li>Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO.</li> <li>Excellent&nbsp;<strong>English and required languages </strong>communication skill and reading and writing proficiency is required.</li> <li>Experience as a Quality Analyst responsible for supporting customers on email and chat channels is highly advantageous.</li> <li>Prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction; able to conduct root cause analysis.</li> <li>Ideally but not limited to, a Bachelor’s degree in Business Administration, Finance/ Economics, Communication, Data Science/Analytics.</li> <li>Advantageous if you have working experience in the finance industries or BPO supporting financial clients.</li> <li>Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills.</li> <li>No problem working on site and rotational shifts if necessary.</li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p><strong>Why Join Us</strong><br>At Bybit, we are committed to fostering a supportive and enriching work environment.&nbsp;<br>Our benefits include:<br>- Study Growth Fund: We support your professional development and continuous learning.<br>- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.<br>- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.<br>- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.<br>- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.</p></div>