Quality Assurance Analyst (with Live Chat Handling)

ABFinance is a US-based firm building digital finance for the future. Our vision is to create a full financial ecosystem where digital assets, traditional finance, and everyday money management live in one seamless experience that is made available to everyone. Founded by a team of innovators, traders, and compliance professionals, our mission is to bring digital assets to the mainstream through secure, regulated products. Our flagship ecosystem combines a compliant, security-first crypto exchange serving both retail and institutional clients, alongside a Debit Card that enables everyday spending and smooth bridging between fiat and digital assets, supported by core capabilities such as spot trading and yield generation products. The Opportunity We are building a US-focused financial platform, launching with fiat on/off ramp and spot trading, with a clear roadmap to become a full-service financial gateway for American retail users. This role is designed for someone who can operate on the frontlines — handling live chat with US retail customers — while simultaneously building the QA infrastructure that will scale with the business. As the team grows, the role transitions into a dedicated QA lead position, owning a practice built from the ground up. What You Will Do Live Chat & Customer Support (Ongoing) Handle live chat and email support for US retail users navigating fiat transactions and spot trading — this is a core and permanent responsibility of the role Establish and maintain the service standard that the broader team will be evaluated against Support shift scheduling and coverage planning as the team expands Quality Assurance (Ongoing & Expanding) Design and implement a scalable QA monitoring system suited to a high-growth fintech environment Develop QA frameworks, scorecards, and evaluation rubrics tailored to financial services and US consumer expectations Conduct regular quality reviews across live chat and email channels, including recording assessments and performance audits Identify quality gaps, perform root cause analysis, and translate findings into actionable improvement plans Define and track continuous improvement goals tied to service quality and client satisfaction metrics Collaborate cross-functionally with CS, Technical, Training, and HR teams Proactively identify QA innovations that improve process efficiency and keep pace with a fast-moving product Provide structured coaching and feedback to support agents' communication quality, product knowledge, compliance awareness, and service consistency. Analyse CSAT/DSAT feedback to identify customer pain points, dissatisfaction drivers, service failures, and improvement opportunities. Prepare regular QA reports to identify quality trends, recurring errors, process gaps, and actionable QA insights. Build and maintain QA calibration processes to ensure scoring consistency across reviewers and team leads. Partner with Training and CS leads to convert QA findings into refresher training, SOP updates, and best-practice sharing. Requirements Bachelor's degree or above Minimum 3–4 years of QA experience in a customer service environment for a Centralised Crypto Exchange (CEX) — required Hands-on live chat experience is mandatory; candidates without direct live chat handling experience will not be considered Experience supporting US retail users; familiarity with American consumer expectations, communication standards, and financial service interactions Background in or strong familiarity with Crypto, payments, CEX trading platforms, or e-commerce is a significant advantage Comfortable operating as a player-coach: handling live chat independently while building QA systems in parallel Experienced with contact centre or live chat operations, including quality recording, scoring, and shift coordination Proven ability to set service quality benchmarks and conduct structured root cause analysis Able to work effectively in a fast-paced, startup environment with a proactive and solutions-oriented mindset Excellent written and spoken English is mandatory Prior experience at a reputable BPO company is highly preferred Career Progression Near-term: Live chat support combined with building the QA foundation — both functions run concurrently 6–12 months: QA becomes the primary focus as the team expands, while live chat responsibilities are maintained Long-term: Lead the QA function for a platform serving a growing US retail user base