Senior Associate – Support Operations – Quality Assurance
| Company | Gemini |
|---|---|
| Location | Seattle, WA, USA, Miami, FL, USA, New York, NY, USA |
| Salary | $90000 – $120000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Experience in Quality Assurance: Proven track record of at least 3–5 years in quality assurance within a customer support environment.
- Analytical Skills: Strong attention to detail, ability to analyze performance metrics, identify trends, and provide actionable insights to improve quality and agent performance.
- Collaboration Skills: Proven ability to lead and drive cross-functional projects, fostering alignment and collaboration across teams to achieve continuous improvement and operational excellence.
- Communication Skills: Excellent written and verbal communication skills, including experience providing feedback to support associates and presenting actionable recommendations to leadership.
- Process Improvement: Experience maintaining and refining established QA processes, with a proven ability to adapt methodologies to evolving business needs.
- Customer-Centric Mindset: A strong commitment to delivering exceptional customer experiences and fostering a culture of quality and excellence.
- Technical Proficiency: Comfortable using QA tools, Excel/Google Sheets, support ticketing systems, and data analysis software to monitor and report on QA performance.
Responsibilities
- Grade support tickets against quality rubrics to ensure compliance with internal standards.
- Collaborate with BPO quality leads to maintain consistency in QA practices across teams.
- Identify performance trends to inform broader quality and training initiatives.
- Provide feedback to support associates on areas for further development.
- Monitor and report on QA performance metrics, providing actionable insights to support managers and leadership.
- Drive continuous improvement by refining QA processes, ensuring they evolve to meet organizational needs.
- Advocate for a culture of quality, partnering with cross-functional teams to uphold Gemini’s customer service standards.
Preferred Qualifications
- Previous experience in the cryptocurrency industry, with a strong understanding of its unique challenges and opportunities.
- Familiarity with financial markets, trading, exchanges, and cryptocurrency.
- Proven experience collaborating with outsourced business partners.
- Proficiency using Airtable to build and manage workflows effectively.
- Experience with AI-driven tools and technologies, including sentiment analysis, or automated workflows, is highly desirable. Familiarity with leveraging AI for performance evaluation, data analysis, and optimizing customer support processes will be considered a strong advantage.