Customer Success Officer

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Execute quality assessments of customer interactions across various communication platforms, including live chats, emails, and phone calls.

• Conduct routine quality evaluations utilizing automated monitoring tools alongside manual assessment techniques.

• Evaluate communications in relation to internal quality benchmarks, compliance mandates, regulatory expectations, and customer service best practices.

• Oversee the quality of interactions managed by Customer Support and Customer Care Teams.

• Identify performance deficiencies, recurring challenges, and opportunities for process enhancements.

• Deliver comprehensive quality evaluations, reports, and actionable suggestions to team leaders and management.

• Facilitate regular one-on-one coaching and feedback sessions with agents based on quality monitoring findings, ensuring compliance with company standards, regulatory requirements, and customer service excellence.

• Aid in employee growth by offering constructive feedback and guidance on communication quality and customer interaction standards.

• Prepare quality scorecards, performance reports, and trend analyses.

• Develop, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English.

• Engage in calibration sessions to guarantee consistency and precision in quality assessments.

• Collaborate closely with the Global Head of Customer Success to promote continuous improvement initiatives.

• Contribute to the creation and enhancement of quality assurance processes and automated quality monitoring systems.

• Ensure uniformity, professionalism, and accuracy in all customer-facing communications.

⛳️ Requirements

• At least 2 years of experience in a Quality Control, Quality Assurance, or Quality Monitoring position within a Forex, CFD, Brokerage, Financial Markets, or FinTech organization.

• Strong comprehension of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management.

• Proven experience assessing chats, emails, phone calls, and client interactions against defined quality standards.

• Fluent in English (C1-level) with outstanding written and verbal communication capabilities.

• Strong business writing abilities with the capacity to create professional documentation, procedures, presentations, and operational guidelines in English.

• Experience in executing quality reviews, delivering feedback, and coaching employees based on performance evaluations.

• Excellent analytical, organizational, and problem-solving capabilities.

• Strong attention to detail and the capability to handle large volumes of information.

• Familiarity with CRM systems, ticketing platforms, and quality monitoring tools.

• Ability to work autonomously and juggle multiple priorities in a fast-paced setting.

🏝️ Benefits

• Quarterly bonuses based on Company performance.

• 21 working days of annual leave.

• Corporate events and team building activities.

• Udemy Business unlimited membership & language training courses.

• Opportunities for professional and personal development in a rapidly growing environment.