A hybrid role at BTSE.
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Original listing text, shown exactly as published by the company.
1. Proactive Quality Engineering (Beyond Traditional QA)
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Root Cause Ownership: When an error is found, you are responsible for investigating whether it was a "Human Error" or a "System/SOP Failure." You own the task of closing that gap.
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The "Permanent Fix" Mandate: For every recurring issue, you must propose and implement a structural solution (e.g., a new macro, a logic-check in the workflow, or a simplified Confluence guide).
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Calibration Leadership: Act as the "Standard Bearer" for the team. You lead the Shift Leads in aligning what "Excellent" looks like, ensuring the bar is always rising, not just being met.
2. Knowledge & Enablement Architecture
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SOP Evolution: Own the Confluence Knowledge Base. You ensure that SOPs are not just "stored" but are "living documents" that are scannable, intuitive, and error-proof.
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Proactive Training: You don't wait for a new hire class to "train." You identify knowledge gaps in real-time and deploy "Micro-Enablement" sessions to the floor to prevent errors before they occur.
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Validation of Understanding: You own the certification of the team. You ensure that when a Lead says "The team has been briefed," you have the data to prove they actually understand and can execute the new logic.
3. Operational Partnership & Assertiveness
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Strategic Friction: You are expected to challenge Shift Leads and the Manager if you believe a process is flawed or a standard is being compromised for the sake of speed.
The "Co-Sign" Responsibility: You partner with Operations to launch new features. You guarantee the Clarity of the Map (SOP) while they guarantee the Quality of the Journey (Execution).
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Professional Experience: Minimum 3–5 years in Customer Success/Experience, with at least 2 years of dedicated Experience in QA, L&D, or Process Improvement (BPO or Global Shared Services background preferred).
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Analytical Assertiveness: Must demonstrate the ability to stand firm on quality standards and provide direct, constructive feedback to peers and leadership, overcoming "social harmony" biases.
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Technical Writing Excellence: Exceptional ability to deconstruct complex technical jargon into simple, actionable, and logical instructions.
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Systemic Thinking: A proven track record of not just "reporting" problems, but "solving" them through process redesign or tool optimization.
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Tool Proficiency: Expert-level use of Zendesk/Salesforce, Confluence, and specialized QA/L&D platforms.
BTSE
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BTSE operates as a global digital asset exchange. It provides a platform for trading a range of cryptocurrencies across spot and futures markets.
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