Quality Analyst

The CoinDCX Journey: Building Tomorrow, Today
At CoinDCX, we believe 'CHANGE STARTS TOGETHER'. You are the driving force that will help us make Web3 accessible to all.

In the last six years, we have skyrocketed from being India's first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies.

While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an ALL TIME HIGH with us

Inside CoinDCX's Customer Success Team
Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you're passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates.

You need to be a HODLer of these

• Minimum of 5 years of work experience in a customer support role, including at least 2 years of experience in a Quality Analyst role.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Exceptional listening and analytical skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Ability to multitask and successfully operate in a fast paced team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)

You will be mining through these tasks

• Monitor and evaluate customer interactions (calls, emails, and chats) to assess associate performance in terms of communication,customer handling, and adherence to company policies and procedures.
• Conduct CSAT and DSAT audits to identify root causes of dissatisfaction and recommend corrective actions for improvement.
• Participate in the design and development of quality monitoring formats and standards.
• Assist in developing, updating, and implementing quality processes, SOPs, and training materials to enhance the overall customer experience.
• Conduct and coordinate calibration sessions with internal teams and external agencies to ensure consistent evaluation standards.
• Coordinate A2A audits and discussions with external agencies to align on audit outcomes and feedback.
• Deliver constructive feedback to agents, team leaders, trainers, and managers to drive continuous improvement in service quality.
• Prepare and analyse quality performance reports for leadership review and strategic decision-making.

Are you the one? Our missing block

• You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space.
• The world of Web3 and VDA excites you, fueling your curiosity and driving you to explore new opportunities within this dynamic landscape.
• You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do.
• You embrace a 'We over Me' mindset, growing individually while fostering the growth of those around you.
• Change is your catalyst, igniting your passion to build and innovate.
• You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what's possible.

Perks That Empower You
Our benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you.

• Design Your Own Benefit: Tailor your perk package to fit your unique needs. Whether you're eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritise what matters most to you.
• Unlimited Wellness Leaves: We believe in the power of well-being. Take the time you need to recharge, knowing that your health is our priority. With unlimited wellness leaves, you can return refreshed, ready to build and grow.
• Mental Wellness Support: Your mental health is as important as your professional growth. Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected.
• Bi-Weekly Learning Sessions: These sessions are more than just updates—they're opportunities to fuel your growth. Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape.