Libertex Group
501 - 1000 employees
Founded 1997
💸 Finance
💳 Fintech
Finance • Fintech
Libertex Group is an online trading platform operated by Indication Investments Ltd, which is a Cyprus Investment Firm regulated and supervised by the Cyprus Securities and Exchange Commission (CySEC). The platform offers trading services in leveraged products such as Contracts for Difference (CFDs) across various markets including stocks, cryptocurrencies, currencies, metals, agricultural products, oil and gas, and more. Libertex is known for its professional trading platforms, including Libertex, MetaTrader 4, and MetaTrader 5, targeting both retail and professional investors. It provides educational resources, market research, and timely economic updates to assist traders. Notably, Libertex has been recognized with several awards and is the official Online Trading Partner of FC Bayern.
Customer Success Officer
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Libertex Group
501 - 1000 employees
Founded 1997
💸 Finance
💳 Fintech
Finance • Fintech
Libertex Group is an online trading platform operated by Indication Investments Ltd, which is a Cyprus Investment Firm regulated and supervised by the Cyprus Securities and Exchange Commission (CySEC). The platform offers trading services in leveraged products such as Contracts for Difference (CFDs) across various markets including stocks, cryptocurrencies, currencies, metals, agricultural products, oil and gas, and more. Libertex is known for its professional trading platforms, including Libertex, MetaTrader 4, and MetaTrader 5, targeting both retail and professional investors. It provides educational resources, market research, and timely economic updates to assist traders. Notably, Libertex has been recognized with several awards and is the official Online Trading Partner of FC Bayern.
📋 Description
• 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 **
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