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Financial Process Analyst

1 semana atrás


Braga, Braga, Portugal Uphold Tempo inteiro
About Us

At Uphold, we are pioneering a new era in Web3 finance. Our Regulated Gateway enables users to trade 'Anything-to-Anything' with competitive pricing and deep liquidity.

We have facilitated over 120 million transactions worth $40 billion, serving 10 million customers across 150+ countries.

The Opportunity

We are seeking an experienced Process & Quality Analyst to join our team. As a key member of the Customer Service Operations Team, you will be responsible for analyzing, improving, and monitoring operational processes and quality standards within the organization.

  • You will collaborate with the Customer Service Operations Team to design, document, and refine processes that support all lines of customer service.
  • Serve as the primary point of contact for outsourced partners, addressing procedural queries and delivering training to ensure alignment and operational excellence.
  • Master Uphold policies and procedures for complex user scenarios and ensure they translate into high-quality customer interactions.

Key Responsibilities:

  • Collaborate with the Customer Service Operations Team to develop and implement process improvements.
  • Provide structured feedback to teams, fostering a culture of continuous improvement and excellence.
  • Analyze data to identify areas for improvement and develop plans to achieve higher performance levels.

Requirements:

  • High School diploma required; college degree preferred.
  • 1-3 years of experience in a QA role within customer support, preferably in the financial sector.
  • Ability to problem-solve and resolve issues independently.