Join Binance's Customer Service team as a QA Team Leader (KYC/KYB)Asia. Develop and implement QA processes, lead a team, and ensure compliance with regulations. You'll work on customer-facing projects, gather feedback, and advocate for customers. With 8-10 years of experience in customer service, you'll use analytical skills to interpret data and metrics. Fluency in English is required, with additional languages an advantage. Apply now for this full-time remote role.

Join Binance's Customer Service team and be a part of a client-facing business where exceptional support is our priority. We aim to create a platform where users receive top-quality assistance with fast response times and accurate information. Our support is provided via ticketing systems and live chat, handling customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform. We seek empathetic, communicative, and problem-solving individuals who can advocate for our customers and gather valuable feedback. Join us and help ensure exceptional service standards and high customer satisfaction.

Responsibilities:

Develop and implement QA processes and procedures.
Conduct root cause analysis and implement corrective actions.
Lead, mentor, and develop a team.
Monitor and evaluate team performance, provide feedback, and conduct performance reviews.
Design and deliver training programs to enhance the skills and knowledge of the QA team.
Oversee QA projects and initiatives with basic project management skills.
Ensure compliance with all relevant regulations and implement best practices in compliance management.

Requirements:

Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
8 - 10 years experience in customer service and have knowledge of customer servicing tools.
In-depth understanding of quality standards and best practices in customer support.
Strong analytical skills and the ability to interpret data and metrics.
Excellent communication and interpersonal skills.
Strong understanding of customer service principles and the ability to ensure a customer-centric approach.
Solid background in compliance, with experience in KYB and KYC processes.
Familiarity with regulatory requirements and industry standards related to KYB and KYC.

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