Quality Assurance Specialist
L
Libertex GroupFinTech / Financial Markets
Colombia. Bogotá, Bogota, ColombiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English (C1- level)
- Experience
- Minimum 2 years
- Required Skills
- CoachingQuality AssuranceCRM
Requirements
- Minimum 2 years of experience in a Quality Control, Quality Assurance, or Quality Monitoring role within a Forex, CFD, Brokerage, Financial Markets, or FinTech company.
- Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management.
- Proven experience evaluating chats, emails, phone calls, and client interactions against established quality standards.
- Fluent English (C1- level) with excellent written and verbal communication skills.
- Strong business writing skills with the ability to create professional documentation, procedures, presentations, and operational guidelines in English.
- Experience conducting quality reviews, providing feedback, and coaching employees based on performance assessments.
- Excellent analytical, organizational, and problem-solving skills.
- Strong attention to detail and ability to work with large volumes of information.
- Experience using CRM systems, ticketing platforms, and quality monitoring tools.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
Responsibilities
- Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls.
- Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies.
- Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices.
- Monitor the quality of interactions handled by Customer Support, Customer Care Teams.
- Identify performance gaps, recurring issues, and opportunities for process improvement.
- Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management.
- Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results.
- Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards.
- Prepare quality scorecards, performance reports, and trend analyses.
- Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English.
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