Training and QA Lead

3 days ago

Singapore Atome Full time

Bitget is one of the world\'s leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com.
Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions.
We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget
What you\'ll do
Manage and lead the Training and Quality Assurance teams for CS.
Set clear performance goals, provide guidance, and develop team capabilities.
Drive new hire onboarding programs focused on tools, processes, and product knowledge.
Plan and implement upskilling initiatives to support product updates and service improvements.
Partner with Product, Operations, and CS Leads to ensure training content is accurate and timely.
Define QA metrics, design evaluation scorecards, and monitor agent performance through regular audits.
Analyze QA results to identify service gaps and recommend improvements.
Collaborate with Training and Operations to close knowledge or performance gaps.
Support the implementation and optimization of AI tools and chatbots in CS operations.
Work with tech/automation teams to refine chatbot scripts and ensure alignment with human agent workflows.
Train CS agents on how to work effectively with AI/chatbot systems.
What you\'ll need
5+ years of experience in Customer Service, including leadership roles in Training, QA, or both.
Strong knowledge of CS operations and service quality standards.
Experience designing and delivering training programs tailored for support teams.
Familiar with QA audit processes, tools, and quality improvement initiatives.
Exposure to chatbot systems, AI-enhanced support, or customer service automation tools.
Excellent communication and leadership skills.
Bonus: Background in tech, fintech, crypto, or fast-paced digital environments.
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