Customer Success Officer

Role Overview

• Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls.
• Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies.
• Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices.
• Monitor the quality of interactions handled by Customer Support, Customer Care Teams.
• Identify performance gaps, recurring issues, and opportunities for process improvement.
• Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management.
• Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence.
• Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards.
• Prepare quality scorecards, performance reports, and trend analyses.
• Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English.
• Participate in calibration sessions to ensure consistency and accuracy of quality assessments.
• Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives.
• Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems.
• Ensure consistency, professionalism, and accuracy across all customer-facing communications

Requirements

• Minimum 2 years of experience in a Quality Control, Quality Assurance, or Quality Monitoring role within a Forex, CFD, Brokerage, Financial Markets, or FinTech company.
• Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management.
• Proven experience evaluating chats, emails, phone calls, and client interactions against established quality standards.
• Fluent English (C1
• level) with excellent written and verbal communication skills.
• Strong business writing skills with the ability to create professional documentation, procedures, presentations, and operational guidelines in English.
• Experience conducting quality reviews, providing feedback, and coaching employees based on performance assessments.
• Excellent analytical, organizational, and problem-solving skills.
• Strong attention to detail and ability to work with large volumes of information.
• Experience using CRM systems, ticketing platforms, and quality monitoring tools.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Benefits

• Quarterly bonuses based on Company performance
• 21 working days of annual leave
• Corporate events and team building activities
• Udemy Business unlimited membership & language training courses
• Professional and personal development opportunities in a fast-growing environment