Bangalore1h ago
At CoinDCX, we believe ‘CHANGE STARTS TOGETHER’. You are the driving force that will help us make Web3 accessible to all. In the last six years, we have skyrocketed from being India’s first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies.
While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an ALL TIME HIGH with us!
Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you’re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates.
As the Program Manager - Quality, you will be responsible for the strategic design, cross-functional execution, and continuous automation of the Quality Program at CoinDCX. This role moves beyond tactical monitoring to build scalable systems, leverage data-driven insights, and lead high-impact initiatives that bridge the gap between operational output and customer expectations.
You need to be a HODLer of these
* Education: Bachelor’s degree in Business, Operations, or a related field (Master’s or MBA preferred). * Experience: 4+ years in process automation/improvement/quality management , with at least 3 years specifically inProgram Management or Strategic QA Leadership. * Proven track record of managing large-scale projects using Agile, Waterfall, or similar project management frameworks. * Deep expertise in data visualization and the ability to translate "unstructured data" (customer sentiment) into structured business requirements.
You will be mining through these tasks
* Design and scale the end-to-end Quality Management System (QMS) across multiple support channel * Define the "North Star" for support excellence, aligning quality performance with evolving business goal
* Analyze complex datasets to identify systemic friction points in the customer journey. * Lead Root Cause Analysis (RCA) sessions and execute Six Sigma or Lean-based projects to eliminate recurring service failures.
* Act as the primary liaison between Support, Product, and Engineering to advocate for product changes based on quality trends. * Influence stakeholders to adopt quality-first mentalities, ensuring that "quality" is integrated into the product lifecycle, not just treated as a post-interaction check.
* Evaluate, implement, and manage the Quality Assurance tech stack (e.g., Speech Analytics, Auto-QA tools, and CRM integrations). * Drive the adoption of AI-driven quality monitoring to increase audit coverage and accuracy.
* Develop executive-level dashboards that connect quality scores to bottom-line business impact Provide quarterly business reviews (QBRs) on the state of global support health.
Are you the one? Our missing block
* You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space. * The world of Web3 and VDA excites you, fuelling your curiosity and driving you to explore new opportunities within this dynamic landscape. * You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do. * You embrace a ‘We over Me’ mindset, growing individually while fostering the growth of those around you. * Change is your catalyst, igniting your passion to build and innovate. * You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what’s possible.
Our benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you.
* Design Your Own Benefit: Tailor your perk package to fit your unique needs. Whether you’re eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritise what matters most to you. * Unlimited Wellness Leaves: We believe in the power of well-being. Take the time you need to recharge, knowing that your health is our priority. With unlimited wellness leaves, you can return refreshed, ready to build and grow. * Mental Wellness Support: Your mental health is as important as your professional growth. Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected. * Bi-Weekly Learning Sessions: These sessions are more than just updates—they’re opportunities to fuel your growth. Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape.