QA Lead

1 week ago

Dubai, United Arab Emirates MMX Consulting Services LLC. Full time

We are launching a new comprehensive crypto investment platform catering to retail and institutional investors with unique differentiation points and value proposition. The product offering will include a crypto exchange, staking and advanced yield offerings, a lending offering and operating the platform's own coin.

If you’re looking to be a part of a team who tackle real world problems that can be addressed by technology, then M2 might just be the place for you. If this got you excited, please keep reading

**Opportunity**:
We are currently looking for QA Lead, to work within our Customer Experience Team based in Dubai.

**Responsibilities**:

- Good understanding of COPC QA Sampling process and Auditing model.
- Ensure internal process is followed by CX specialists, and coach for improvement.
- Enhance communication skills of CX specialists by continuous coaching/feedback and recommendations.
- Be the author and/or editor of quality assurance service manuals, QA SOPs, etc.
- Provide insights and feedback on overall CX Team performance and trends
- Reports QA & CSAT Dashboards on daily basis to management.
- Customer journey mapping through deep diving into customer interactions through various touch points.
- Provides weekly/monthly analysis on overall VOC/CSAT/QA outcome.
- Study VOC from different resources on an “RCA” fashion - digging deep into customer journeys and suggest actions to improve experience.
- Prepare presentations for department analysis.

**Qualifications**:

- University Graduate.
- 3+ Years experience in a QA, VOC analytics, RCA, and compliance auditing capacity.
- Experience creating and sharing dashboards / Data visualizations.
- Strong experience in MS office.
- **Fluent in Arabic and English.**:

- Strong Verbal and written skills.
- Previous experience in Crypto/banking /Fintech/Technology sectors.

At M2 diversity is our strength and we are committed to creating an inclusive environment for all. This means each one of us comes to work knowing that we have a voice and a safe, judgment-free zone to speak freely and express and share our ideas and we will be heard.

We pride ourselves on embracing our differences and welcome and encourage everyone to apply, regardless of gender, background, age, and abilities.

**We'd love you to join us for this journey

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