Senior Customer Support Officer (Remote)

Libertex Group Overview Established in 1997, the Libertex Group has helped shape the online trading industry by merging innovative technology, market movements and digital trends. The multi-awarded online trading platform, Libertex, enables traders to access the market and invest in stocks or trade CFDs with underlying assets being commodities, Forex, ETFs, cryptocurrencies, and others. A firm believer in the power of sports to inspire, empower and push for success, Libertex is the Official Online Trading Partner of Audi Revolut F1 Team. We build innovative fintech so people can #TradeForMore with Libertex. Job Overview We are looking for a Quality Assurance Specialist who will be responsible for monitoring and improving the quality of customer interactions across multiple communication channels. The role focuses on ensuring service excellence, compliance with internal standards, providing actionable feedback, and driving continuous improvement within Customer Support and Customer Care teams. Main Responsibilities 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 24 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 Libertex Group is an equal opportunity employer, fostering an inclusive and diverse environment. We do not discriminate based on any characteristic protected by the law. Candidate privacy is respected, and all data is securely stored and used solely for recruitment purposes, in line with GDPR and our internal policies. Unsuccessful applicants may have their data retained for future opportunities unless deletion is requested.