Quality Assurance Analyst

About Us

Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.

Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.

Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.

Language & Location Requirements

Please note that applications are currently only being considered for candidates who meet one of the following language and location combinations:

- Fluent in English and Mandarin Chinese, with willingness to work onsite in Kuala Lumpur (KL)

- Fluent in Dutch, Polish, German (any two languages)

- Fluent in English, Japanese, and Korean (remote eligible)

- Fluent in English and Russian (remote eligible)

- Fluent in English, Spanish, and Portuguese (remote eligible)

Please Note: This is a role within a customer service/call center environment , focusing on evaluating agent performance and improving service quality.

❗️ This is NOT a software testing or IT QA position.

Job Description:

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work.
• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.
• Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.
• Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness.
• Keeping abreas