Crypto Quality Assurance Associate - Customer Experience
Posted on: 27 Sep 2021
Menlo Park, CA | New York, New York
Job Description
The Crypto Operations team is passionate about delivering an excellent end-customer experience and mitigating firm risk while supporting cutting-edge crypto products. As a Quality Assurance Associate on the Account Servicing desk of the Crypto Operations team, you’ll build and execute a quality assurance program for our Crypto Customer Experience team, partnering with the crypto support and quality assurance managers to ensure a consistent approach across teams. You’ll strategize quality by ensuring operational procedures are in line with standard operating procedures, performing assessments and tracking quality metrics, and use data to test and improve SLAs. This role will be critical to ensuring high standards of quality for Robinhood’s new specialized crypto support team!
What you’ll do day-to-day:
Drive accuracy and customer insights for the Crypto CX team by performing quality audits and data analysis across multiple channels as a domain expert.
Use advanced knowledge to provide guidance in the design, assessment, implementation and/or administration of complex quality assurance/control programs, practices and policies.
Identify and evaluate quality standards, measurements, and process improvements to ensure they are aligned with internal practices, business needs, and regulatory requirements.
Perform independent assessments to identify training needs and improvement opportunities for program effectiveness.
Brief the Crypto Operations Manager and key stakeholders on results, trends, initiatives, and recommend courses of action for optimization.
Serve as a functional expert and coach to peers and team members and act as a resource for escalated issues of an unusual nature.
About you:
2+ years of relevant experience in a quality assurance role in a customer support department
Deep familiarity with cryptocurrency products and blockchain technology
Exceptional attention to detail
Ability to learn quickly, think critically, and apply problem-solving skills to build a scalable program
Resourceful and adaptive self-starter in fast-paced, entrepreneurial environments with a strong bias to action
Ability to produce, track, and display data in a digestible way
Ability to manage multiple reviews in a fast-paced deadline driven environment
Uncompromising integrity, compliance-driven mindset, and strong dedication to professionalism
Bonus points:
Strong Robinhood product knowledge
Experience building or optimizing custom reports on CRM platforms like Salesforce
Experience interfacing with various stakeholders and technical teams
Previous experience in a customer-facing role at a crypto company
Robinhood
Menlo Park, CA
Robinhood Markets, Inc. is an American financial services company headquartered in Menlo Park, California, known for offering commission-free trades of stocks and exchange-traded funds via a mobile app introduced in March 2015. Robinhood is a FINRA-regulated broker-dealer, registered with the U.S. Securities and Exchange Commission, and is a member of the Securities Investor Protection Corporation.The company's revenue comes from three main sources: interest earned on customers' cash balances, selling order information to high-frequency traders (a practice for which the SEC opened an investigation into the company in September 2020) and margin lending. As of 2020, Robinhood had 13 million users.
Robinhood is on a mission to democratize finance for all. We believe it should work for everyone and not just a few. We offer commission-free trading in one, user-friendly platform. Trading in stocks, ETFs and options is offered through Robinhood Financial LLC, member SIPC. Cryptocurrency trading is offered through Robinhood Crypto, LLC. Keep in mind other fees may still apply to your brokerage account. Please see Robinhood Financial’s Fee Schedule at rbnhd.co/fees to learn more. All investments involve risk, including the possible loss of principal. Past performance of a security, or financial product does not guarantee future results or returns. Robinhood Crypto is licensed to engage in virtual currency business activity by the New York State Department of Financial Services and is not a member of FINRA or SIPC. Cryptocurrencies are not stocks and your cryptocurrency investments are not products protected by either FDIC or SIPC. Robinhood Financial LLC and Robinhood Crypto, LLC are wholly-owned subsidiaries of Robinhood Markets, Inc.
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IndustryBanking/Financial Services
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No. of Employees1,281+
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Website
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Jobs Posted99
