QA Analyst

Job Summary:

We are seeking a meticulous Customer Support QA Analyst with experience in the crypto or blockchain space to ensure highquality interactions between our support team and users. This role focuses on monitoring and analyzing support tickets live chats and email responses to ensure compliance with internal standards regulatory requirements (e.g. KYC/AML) and customer satisfaction expectations. You will play a key role in shaping a toptier support experience for users navigating Web3 DeFi wallets exchanges and other crypto products.

Key Responsibilities:

Quality Monitoring

* Audit support conversations (email chat voice) to assess quality accuracy compliance tone and empathy.

* Ensure customer support agents correctly address cryptospecific issues such as:

* Wallet connection and access issues

* Token transfer delays or failures

* KYC/AML verification errors

* Exchange or DeFi platform navigation

Performance Analysis

* Identify patterns in customer pain points and agent performance gaps.

* Deliver actionable feedback to support team leads and agents.

* Maintain QA dashboards and weekly/monthly QA performance reports.

Process Improvement

* Collaborate with training teams to revise onboarding and refresher materials.

* Help standardize support procedures and knowledge base content for cryptospecific topics.

* Recommend improvements to ticket routing macros or escalation workflows.

Compliance & Risk

* Ensure adherence to internal crypto compliance standards (e.g. transaction privacy GDPR KYC AML).

* Help flag sensitive or potentially fraudulent user behavior from a QA perspective.

Voice of the Customer

* Provide insights to product engineering and risk teams based on customer support trends.

* Act as a bridge between userfacing teams and technical departments.

Required Qualifications:

* 24 years of QA experience in customer support or customer experience teams.

* At least 1 year of experience in the **crypto fintech or blockchain** space.

* Deep understanding of customer challenges in using wallets exchanges DeFi apps or NFT platforms.

* Strong analytical skills and familiarity with QA scorecards and customer satisfaction metrics (CSAT QA% NPS).

* Experience using support platforms like Zendesk Intercom Freshdesk Salesforce or similar.

* Excellent communication skills with attention to tone grammar and empathy.

Preferred Qualifications:

* Knowledge of blockchain fundamentals and common tools (e.g. MetaMask Trust Wallet Etherscan).

* Familiarity with regulatory frameworks such as KYC AML and data privacy laws.

* Experience with quality monitoring tools like MaestroQA Playvox Klaus or Scorebuddy.

* Understanding of crypto terminology (e.g. gas fees private keys staking liquidity pools).

* Bilingual or multilingual support experience is a plus.

Key Traits:

* Extreme attention to detail and a high bar for quality

* Strong judgment in ambiguous or escalated situations

* Passion for customer advocacy and crypto adoption

* Ability to work crossfunctionally with global teams