Junior Quality Assurer, Customer Service Voice

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 integrates with more than 30 trading venues, including centralized and decentralized    exchanges, to deliver superior liquidity and optimal execution. Uphold never loans out customer assets and is always 100% reserved. The company pioneered radical transparency and uniquely publishes its assets and liabilities every 30 seconds on a public website (https://uphold.com/en-us/transparency).

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.

Job Summary

The Junior Quality Assurer, Customer Service Voice is responsible for monitoring and evaluating the quality of voice interactions across Uphold's customer service departments. While voice is the primary channel focus of this role, the Junior Quality Assurer may also assess interactions across email and chat to ensure a consistent and high-quality customer experience. This role is instrumental in identifying coaching opportunities, reinforcing best practices, and contributing to a culture of continuous service improvement.

Essential Duties and Responsibilities

• Monitor and evaluate voice interactions handled by customer service agents across departments, with additional coverage of email and chat channels as required.
• Score agent performance against defined QA scorecards and quality frameworks, delivering clear, constructive, and actionable feedback.
• Identify trends, recurring issues, and knowledge gaps from interaction reviews and escalate findings to team leads and the Training team.
• Track and report on individual and team quality metrics, producing regular performance reports for management using our QA platform and other Google Workspace tools (Docs, Sheets).
• Collaborate with Customer Service Management staff to develop and refine QA scorecards, call evaluation guidelines, and quality standards.
• Partner with the Training team to translate QA findings into targeted coaching sessions and training materials.
• Participate in calibration sessions to ensure consistent scoring standards across the QA team.
• Monitor agent adherence to internal policies, regulatory requirements, and customer service best practices during interactions.
• Contribute to the continuous improvement of customer service workflows and standard operating procedures across all supported channels.
• Other duties and responsibilities as reasonably required or assigned by the line manager.

Required Qualifications and Skills

• Bachelor's degree in a relevant field or equivalent practical experience.
• 2+ years of experience in a customer service quality assurance role, with a strong focus on voice channel evaluation.
• Solid understanding of customer service best practices, quality frameworks, and compliance fundamentals.
• Strong analytical skills with the ability to interpret quality data and translate insights into actionable recommendations.
• Strong written and verbal communication skills in English, with the ability to deliver feedback clearly and constructively.
• High attention to detail and a structured, methodical approach to evaluating interactions.
• Team-oriented mindset with a proactive approach to problem-solving and process improvement.

Preferred Qualifications

• Experience working across multiple customer service channels (voice, chat, and email) in a QA capacity.
• Background in fintech, financial services, or a regulated customer service environment.
• Familiarity with cryptocurrencies or digital assets, as they are core to Uphold's business.
• Proficient in Zendesk and Google Workspace (Docs, Sheets, Slides).
• Experience designing or refining QA scorecards and call evaluation frameworks.
• Relevant certifications in quality assurance or customer experience.
• Fluency in Spanish is a plus.

What We Offer

• Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.
• Competitive Compensation: 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.

Our 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.