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.
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.
Learn more about us