Customer Service Quality Analyst

at  Uphold

ABOUT UPHOLD

The Web3 economy will redefine how financial value is held and transacted - with much activity shifting towards blockchain networks and digital assets.
Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets and acts as Regulated Gateway to the Web3 economy.
Featuring integrations with 26 blockchain networks and a robust trading engine connected to 30 underlying venues, the platform allows users to trade ‘Anything-to-Anything’ while enjoying keen pricing and deep liquidity.
Uphold has completed more than 120 million transactions worth $40 billion from 10 million customers in over 150 countries.
Both people and companies need to access this exciting Web3 world, but it can be technically demanding and time-consuming.

THE OPPORTUNITY:

Uphold is looking for a Customer Service Quality Analyst to join our Customer Service team. This is an exciting opportunity where you’ll get to assess how our customers perceive their interactions with us, and you’ll have the authority to implement necessary changes to ensure they feel valued and understood.
In this role you’ll evaluate a wide variety of inquiries that have been received from our customers using email, chat, and phone and will be expected to identify improvement opportunities within our staff, processes, procedures and tools.

REQUIRED QUALIFICATIONS:

• 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.
• Attention to detail and proficiency in data analysis.
• Self-motivated with the ability to alleviate customer anxiety through excellent service.
• Proficiency in Excel or Google Sheets and general computer literacy.
• Detail-oriented with a positive disposition.
• Strong written and verbal communication skills in English; Spanish proficiency is a plus.
  Importantly, if you’re looking for a senior role with us, you will have achieved many of the things above while also providing mentorship to others, and have engaged in public speaking opportunities.

BENEFITS:

• Annual bonus program based on individual, team and company performance.
• Home office stipend to support the setup of a productive home office.
• Generous PTO, healthcare coverage, and employee assistance programs.
• Interesting and fun events and celebrations.
• Foodie culture and well-stocked office kitchen.
  Join our team and embark on a fulfilling career where you’ll have the opportunity to grow, innovate, and contribute to something meaningful. Come and be a part of our talented team!
  If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.

• Act as the voice of the customer by identifying and relaying customer pain points to the relevant teams.
• Proactively recommend changes to processes and knowledge articles to minimize repeated customer issues.
• Audit a sample of cases to ensure internal and outsourced partners are following quality standards.
• Identify and implement improvements within Customer Service and provide feedback for continuous improvement.
• Master Uphold policies and procedures for complex user scenarios and ensure they translate into high-quality customer interactions.
• Collaborate with Customer Service Operations to develop, document, and optimize processes.
• Be the point of contact for outsourced partners to clarify procedural questions and provide training.
• Analyze data to identify areas for improvement and develop plans to achieve higher performance levels.
• Enhance department and organization reputation by taking ownership of various tasks and requests.
• Perform other duties as required or assigned.