Customer Success Officer

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

📋 Description

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

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

• Evaluate communications in accordance with internal quality benchmarks, compliance obligations, regulatory standards, and customer service best practices.

• Supervise 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 insights to team leaders and management.

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

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

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

• Create, maintain, and update internal protocols, quality guidelines, evaluation criteria, and operational documentation in English.

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

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

• Contribute to the development and refinement of quality assurance processes and automated quality monitoring systems.

• Ensure consistency, professionalism, and accuracy across all customer-facing communications.

⛳️ Requirements

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

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

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

• Proficient in English (C1-level) with exceptional written and verbal communication capabilities.

• Strong business writing abilities, capable of producing professional documentation, procedures, presentations, and operational guidelines in English.

• Experience in conducting quality assessments, offering feedback, and coaching employees based on performance reviews.

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

• Keen attention to detail and capability to manage large volumes of information.

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

• Ability to work autonomously and prioritize multiple tasks in a fast-paced environment.

🏝️ Benefits

• Quarterly bonuses based on Company performance.

• 24 working days of annual leave.

• Corporate events and team-building activities.

• Unlimited membership to Udemy Business & language training courses.

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