Process & Quality Analyst

About Uphold

Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.

Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.

To learn more about Uphold, please visit https://uphold.com.

The Opportunity

We are looking for an experienced and knowledgeable Process & Quality Analyst. You will be responsible for analyzing, improving, and monitoring operational processes and quality standards within the organization.

You will also ensure that processes are efficient, effective, and align with business goals, while also evaluating adherence to quality standards. You will identify gaps, implement improvements, and provide actionable insights to enhance performance and ensure customer satisfaction.

Primary Responsibilities

• Collaborate with the Customer Service Operations Team to design, document, and refine processes that support all lines of customer service, including the Outsourced Services Group (1st Line) and internal 2nd Line Support.
• Serve as the primary point of contact for outsourced partners, addressing procedural queries and delivering training to ensure alignment and operational excellence.
• Master Uphold policies and procedures for complex user scenarios and ensure they translate into high-quality customer interactions.
• Work with Quality Assurance to conduct audits on a sample of cases to verify adherence to quality standards by both internal teams and outsourced partners.
• Identify opportunities for enhancement within Customer Service operations and implement actionable improvements.
• Provide structured feedback to teams, fostering a culture of continuous improvement and excellence.
• Act as the voice of the customer by identifying and relaying customer pain points to the relevant teams.
• Proactively recommend changes to processes and knowledge articles to minimize repeated customer issues.
• Analyze data to identify areas for improvement and develop plans to achieve higher performance levels.
• Enhance department and organization reputation by taking ownership of various tasks and requests.
• Perform other duties as required or assigned.
  
  
  

Required Qualifications

• High School diploma required; college degree preferred.
• 1-3 years of experience in a QA role within customer support, preferably in the financial sector.
• Ability to problem-solve and resolve issues independently.
• Strong written and verbal communication skills in English; Spanish proficiency is a plus.
• Attention to detail and proficiency in data analysis.
• Self-motivated with the ability to alleviate customer anxiety through excellent service.
• Proficiency in Excel or Google Sheets and general computer literacy.
• Detail-oriented with a positive disposition.
  
  
  

What We Offer

• Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.
• Competitive Compensation: Stock options, performance bonuses, and comprehensive benefits on top of a competitive salary.
• Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.
• Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.
• Development Opportunities: Access training and mentorship programs.
• Flexibility: Enjoy options to work from home, other locations, or adjust your hours.
• Inclusive Environment: Value and respect diverse perspectives.
  
  
  

Benefits

• Annual bonus program based on individual, team and company performance.
• Home office stipend for a productive setup.
• Generous PTO, healthcare, and employee assistance programs.
• Engaging events and celebrations.
• Well-stocked office kitchen with a foodie culture.
  
  
  

Join us to grow, innovate, and contribute meaningfully. Be part of our talented team!

Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit.

EEOC Employer

We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.