Quality Analyst - Customer Experience

Mumbai, Maharashtra
Permanent
Full-time

1 month ago

The CoinDCX Journey: Building the Future of FinanceAt CoinDCX, our mission is clear - to make crypto and blockchain accessible to every Indian and enable them to participate in the future of finance. As India's first crypto unicorn valued at $2.45B, we are reshaping the financial ecosystem by building safe, transparent, and scalable products that power adoption at scale.We believe that change starts together. It begins with bold ideas, relentless execution and people who want to build what's next. If you're driven by purpose and thrive in environments where your work defines the next chapter of an industry, you'll feel right at home here.About the Role: Quality AnalystThis isn't a typical Quality Analyst role. At CoinDCX, trust is our most valuable currency, and you are the guardian of that trust.You won't just be "checking boxes"; you will be the bridge between our customers' expectations and our operational excellence. You will audit complex financial interactions, partner with external stakeholders to raise the bar of service, and turn raw data into actionable insights that shape our customer experience strategy.What You'll Do

Drive Service Excellence: Perform rigorous audits of customer interactions across multiple channels (voice, chat, email) to ensure compliance, accuracy, and adherence to CoinDCX's high quality standards. You will be responsible for benchmarking accurate Quality Scores and identifying key drivers that directly impact and improve CSAT.
Lead Partner Governance: Collaborate closely with external partners to align on quality benchmarks, calibrate audit frameworks, and ensure a seamless experience for every CoinDCX user.
Own Root Cause Analysis: Deep-dive into customer pain points and process failures to identify "the why" behind the data.
Coach for Impact: Deliver data-driven coaching sessions and feedback loops to agents, empowering them to improve performance and deliver empathetic, precise support.
Deliver Strategic Insights: Synthesize audit findings into clear, actionable reports for leadership, highlighting trends, risks, and opportunities for product or process improvement.

You'll Excel in This Role If You

Think in First Principles: You understand the "why" behind every customer interaction and compliance requirement.
Are a Data Storyteller: You have a knack for spotting patterns in chaos and can translate audit scores into a narrative that drives change.
Communicate with Precision and Empathy: You can deliver tough feedback to partners and agents in a way that inspires growth rather than defensiveness.
Thrive in Ambiguity: You are comfortable navigating the fast-moving world of Fintech where processes evolve rapidly.
Have a Bias for Action: You don't just find problems; you propose and drive the solutions.

You'll Know You're Winning When

You've identified a critical process gap via RCA that, once fixed, led to a measurable drop in repeat queries or escalations.
Our partner teams show a consistent month-on-month improvement in their Quality Assurance scores and CSAT metrics.
Your insights have directly influenced a product update or a policy change that simplified the user journey.
You've built a culture of continuous feedback where agents actively seek your coaching to improve their craft.

Why This Role Matters & What's In It For YouYou are the pulse of our customer sentiment. In a highly regulated and rapidly evolving industry like crypto, your work ensures that CoinDCX remains the most trusted platform in India. You'll work closely with senior quality leadership, influence high-stakes operational decisions, and create visible impact in one of the world's fastest-evolving industries.Hiring ProcessHere's what your journey with us looks like: * Application Review - We assess for skills, alignment, and intent.

Recruiter Connect - A short conversation to understand you better.
Functional Round 1 - Meet with the Hiring Manager to deep dive into your audit craft and problem-solving.
Functional Round 2 - Meet with the Quality Manager to discuss partner management and RCA methodologies.
Leadership Round - A final conversation with the Quality Head to explore strategic alignment and long-term fit.
Culture & Values Discussion - A conversation to understand our ways of working and how you thrive best.

Where We WorkWe believe the best ideas emerge when people build together. Collaboration, speed, and trust come alive when teams share the same space.With this belief, we operate as a work-from-office organisation. This role is based out of our Mumbai office, where energy, alignment, and innovation move in real time.Perks That Empower You

Design Your Own Benefits: Flexible perks to match your lifestyle.
Unlimited Wellness Leaves: Rest and recharge as you need.
Mental Wellness Support: Access to therapy and wellness resources.
Learning Sessions: Bi-weekly opportunities to learn and grow continuously.

Ready to Build What's Next?Join CoinDCX and help us make crypto accessible to every Indian, together.

CoinDCX

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