Manager - Quality

Job Description

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 Bachelor’s degree in Business, Management, or related field (preferred). 5+ years of experience in customer support, with at least 2 years in a quality assurance or quality management role. Strong understanding of customer support processes, quality assurance methodologies, and relevant tools (e.g., QA software, CRM systems). Excellent analytical, problem-solving, and communication skills. Experience in coaching, training, and performance management. Ability to work cross-functionally and influence without authority. Strong attention to detail and commitment to excellence. Certification in Quality Management (e.g., Six Sigma, ISO 9001) is a plus. Experience in a fast-paced, high-volume support environment. Familiarity with customer satisfaction metrics (NPS, CSAT, CES). Proficiency in data analysis and reporting tools (Excel, Tableau, etc.). You will be mining through these tasks Quality Assurance Leadership: Develop, implement, and maintain quality assurance protocols and best practices for all customer support interactions (phone, email, chat, etc.). Monitoring & Evaluation: Monitor customer interactions to assess agent performance, adherence to processes, and quality of service. Provide actionable feedback and coaching to support teams. Process Improvement: Analyze support metrics and customer feedback to identify trends, root causes, and areas for improvement. Lead initiatives to enhance support quality and efficiency. Training & Development: Collaborate with training teams to design and deliver quality-focused training programs for customer support agents. Reporting: Prepare and present regular reports on quality metrics, customer satisfaction, and improvement initiatives to senior management. Compliance: Ensure customer support operations comply with company policies, industry regulations, and data privacy standards. Customer Advocacy: Serve as the voice of the customer within the organization, championing customer-centric improvements and solutions. 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 prioritize 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.