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Operational Excellence Analyst

1 semana atrás

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**Join Our Mission**

At Grabjobs, we're revolutionizing Web3 finance to make it accessible to everyone. As a Process & Quality Analyst, you'll play a crucial role in shaping our operational processes and ensuring exceptional customer experiences.

With our cutting-edge platform and robust trading engine, we enable seamless transactions with competitive pricing and deep liquidity. Our team of experts is dedicated to simplifying complex financial processes, ensuring transparency and efficiency for our users.

We're seeking an experienced Process & Quality Analyst to join our dynamic team.

About the Role:

You'll be responsible for analyzing, improving, and monitoring operational processes and quality standards within our organization. This includes collaborating with our Customer Service Operations Team to design, document, and refine processes that support all lines of customer service.

You'll serve as the primary point of contact for outsourced partners, addressing procedural queries and delivering training to ensure alignment and operational excellence. Additionally, you'll master our policies and procedures for complex user scenarios and ensure they translate into high-quality customer interactions.

Your Key Responsibilities:

  • Design, document, and refine processes with the Customer Service Operations Team.
  • Serve as the primary point of contact for outsourced partners.
  • Maste rUphold policies and procedures for complex user scenarios.
  • Work with Quality Assurance to conduct audits on a sample of cases.
  • Identify opportunities for enhancement within Customer Service operations.
  • Implement actionable improvements.
  • Provide structured feedback to teams.
  • Act as the voice of the customer by identifying and relaying customer pain points.
  • Analyze data to identify areas for improvement.

Your Qualifications:

  • 1-3 years of experience in a QA role within customer support.
  • Ability to problem-solve and resolve issues independently.
  • Strong written and verbal communication skills in English; Spanish proficiency is a plus.