Client Onboarding Quality Assurance Lead




About Kraken



Kraken is changing the world. Join the revolution!



Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world’s largest, most successful bitcoin exchanges and we are growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent.



In our first decade Kraken has risen to become one of the best and most respected crypto exchanges in the world. We are changing the way the world thinks about money and finance. The crypto industry is experiencing unprecedented growth and Kraken is leading the charge. We’ve grown from 70 Krakenites in January 2017 to over 1600 today and we have no intention of slowing down.



About the Team



As part of the Client Engagement function, the Pro Verifications team plays a crucial role in Kraken’s mission. Our team’s objective is to provide an exceptional onboarding experience to clients wanting to invest their company funds, trade in larger volumes or offer cryptocurrency payment options to their customers. Our fully remote, global team collaborates to solve problems, innovate ways to push the bar higher, and continually raise the standard of services we offer. 



About the Role



As Pro Verificaion’s Quality Assurance (QA) Lead, you will contribute to optimizing and drive a Quality Assurance program to lead the Pro Verification team to deliver better service to Kraken clients. Understanding the KYC Onboarding procedures that the Pro Verification team conducts and the competitive advantage that superb client support gives Kraken, as a successful Quality Assurance Manager, you would embrace the challenge of driving a process for conducting and scoring QA on the Pro Verification Team’s interactions with clients. 



With a strong focus on data utilization and process optimization, you and your team will act as a focal point for Pro Verification, proactively sharing information on quality of service that will drive decision making in areas such as worker compensation and training. Constantly seeking out opportunities to refine the program that you optimize to score QA, you would partner closely with team leads, data analysts and trainers, ensuring that training and QA scoring materials remain aligned, and that you can investigate trends observed during QA to take meaningful actions and report on the overall effectiveness of the program.



You would always be seeking to intimately understand client expectations in order to poise Pro Verification team to exceed them and make lasting good impressions. This work will play an essential role in achieving Kraken’s mission of accelerating the global adoption of cryptocurrency.





Responsibilities



    • Work alongside the Pro Verification’s leadership team and peripherally with the Quality Assurance Manager to develop a client engagement focused process for conducting Quality Assurance on the work of the Pro Verification team’s client interactions

    • Use QA findings to drive changes to team procedures, share best practices, and recommend targeted ad hoc training and influence access level changes for workers

    • Supply leaders of Pro Verifications with worker data that will be used to evaluate overall worker performance, impact worker compensation, and influence other major decisions 

    • Partner with data analysts to develop and maintain robust quality of service reporting tools, leveraging these tools to regularly produce program status updates that are shared with stakeholders

    • Drive initiatives assigned by Pro Verification’s leadership team that aim to raise the quality of support

    • Manage a focused team of Quality Assurance Specialists

    • Delegate work and assign tasks to team members, ensuring deadlines are met




Requirements



    • 3+ years of experience conducting Quality Assurance at a company known for excellent customer service

    • 1+ years of people management experience

    • Experience as an KYC Onboarding Analyst or similar role

    • Working knowledge of project or workstream management tools such as Wrike, Confluence and Jira

    • Tenacious self starter with an eye for detail and a talent for keeping processes simple 

    • Eager and proactive in serving stakeholder needs and sharing information

    • Superb organizational skills with a results-oriented outlook

    • Creative, forward-thinking and resourceful with an affinity for collaborative problem solving

    • Excellent written and spoken communication skills

    • Excited to work in a fast-paced, dynamic environment and rapidly growing industry

    • Background in FinTech is a plus




We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.



Check out all our open roles at https://www.kraken.com/careers. We’re excited to see what you’re made of.  



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