Role Description We are looking for a Quality Assurance Specialist who will be responsible for monitoring and improving the quality of customer interactions across multiple communication channels. The role focuses on ensuring service excellence, compliance with internal standards, providing actionable feedback, and driving continuous improvement within Customer Support and Customer Care teams. Main Responsibilities - Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls. - Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies. - Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices. - Monitor the quality of interactions handled by Customer Support and Customer Care Teams. - Identify performance gaps, recurring issues, and opportunities for process improvement. - Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management. - Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence. - Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards. - Prepare quality scorecards, performance reports, and trend analyses. - Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English. - Participate in calibration sessions to ensure consistency and accuracy of quality assessments. - Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives. - Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems. - Ensure consistency, professionalism, and accuracy across all customer-facing communications. Qualifications - Minimum 2 years of experience in a Quality Control, Quality Assurance, or Quality Monitoring role within a Forex, CFD, Brokerage, Financial Markets, or FinTech company. - Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management. - Proven experience evaluating chats, emails, phone calls, and client interactions against established quality standards. - Fluent English (C1-level) with excellent written and verbal communication skills. - Strong business writing skills with the ability to create professional documentation, procedures, presentations, and operational guidelines in English. - Experience conducting quality reviews, providing feedback, and coaching employees based on performance assessments. - Excellent analytical, organizational, and problem-solving skills. - Strong attention to detail and ability to work with large volumes of information. - Experience using CRM systems, ticketing platforms, and quality monitoring tools. - Ability to work independently and manage multiple priorities in a fast-paced environment. Benefits - Quarterly bonuses based on Company performance. - 24 working days of annual leave. - Corporate events and team building activities. - Udemy Business unlimited membership & language training courses. - Professional and personal development opportunities in a fast-growing environment.

Role Description Estamos em busca de um(a) profissional para atuar na área de Customer Success e Relacionamento com Clientes, sendo responsável por garantir uma experiência positiva ao longo da jornada do cliente, fortalecendo relacionamentos, promovendo retenção e identificando oportunidades de melhoria contínua. Buscamos uma pessoa com perfil consultivo, boa capacidade de comunicação, visão de negócio e conhecimento do segmento contábil. Este profissional terá papel estratégico na estruturação e evolução da área de Customer Success, com potencial de crescimento para posições de liderança e gestão. Principais responsabilidades: - Gerenciar e desenvolver o relacionamento com a carteira de clientes; - Garantir uma experiência positiva e de excelência durante toda a jornada do cliente; - Acompanhar indicadores de satisfação, retenção, engajamento e sucesso do cliente; - Conduzir reuniões de alinhamento, acompanhamento e apresentação de resultados; - Atuar como ponte entre clientes e equipes internas, garantindo agilidade na resolução de demandas; - Realizar tratativas relacionadas a cobranças, negociações e alinhamentos contratuais quando necessário; - Identificar oportunidades de melhorias em processos e na experiência dos clientes; - Apoiar a estruturação, padronização e evolução da área de Customer Success; - Contribuir para a redução de cancelamentos e aumento da fidelização dos clientes. Qualifications - Ensino superior completo ou em andamento em Ciências Contábeis, Administração, Gestão Comercial ou áreas correlatas; - Experiência com atendimento, relacionamento ou gestão de carteira de clientes; - Conhecimento de rotinas contábeis, fiscais ou do segmento contábil; - Boa comunicação verbal e escrita; - Capacidade de negociação e resolução de conflitos; - Perfil analítico, organizado e orientado a resultados. Requirements - Experiência em Customer Success, Sucesso do Cliente ou Customer Experience; - Vivência em escritórios de contabilidade, consultorias ou empresas de serviços recorrentes; - Experiência com gestão de indicadores e processos; - Vivência com liderança de equipes ou projetos. Benefits - Oportunidade de participar da estruturação e crescimento da área; - Ambiente colaborativo e com autonomia para implementação de melhorias; - Possibilidade real de desenvolvimento para posições gerenciais, conforme desempenho e resultados.

Job Title:Manager, Customer Success Team Location: Utica United States Req ID: 48601 Job Location (Short): Utica, NY, USA Employment Type: Full Time Segment: Danfoss Power Solutions Segment Job Category: Sales Work Location Type: Remote Job Description: The Impact You'll Make Now is a great time to join our Team! We are seekign an experience Manager for our Customer Success Team to lead a focused, effective team centered around providing superior service and support for our customers in the Data Center market. This position will help define and execute processes meant to keep response to customer quick, accurate and professional. They will manage a multi-regional team composed of customer success representative focused on owning day to day customer relationships by providing rapid response, accurate updates and understanding customer needs as part of a broader commercial facing team. This role will report to the Senior Director, Data Center Sales and Application Engineering and be a part of the leadership team helping set direction and create a stronger, more nimble team with a passion for building partnerships to help drive our success. This role with align with counterpart(s) to ensure consistent levels of support provided globally.What You'll Be Doing Lead, mentor, and coordinate a global Customer Success team to ensure service levels and accuracy in daily operations. Contribute to our overall success by engaging as a leader of the Sales & Application Engineering team. Lead by example with a passion to help our customers succeed and providing value to them with every transaction. Create a cooperative, team based culture based on providing superior service and response that is aligned with overall group strategy. Follow standard work that exists, identify and develop new processes to drive efficiency and support unique market needs where required. Guide team on proper approach to handle customer escalations and directly engage with customers proactively to resolve elevated issues. Report out customer feedback to internal stakeholders to help guide continuous improvement that aligns with customer expectations. Work with global operations, sourcing and quality team to align on providing timely, accurate answers to customer escalations in an efficient and streamlined process. Support the Sales and Application Engineering team as partners for success. Allocate workload delegation, monitor KPIs, and conduct regular performance reviews. Provide coaching, training, and guidance to improve team capabilities and service effectiveness Supervise order entry, quotation management, pricing updates, shipment follow ups, deliveries. Handle internal conflict resolution, and ensure a positive work environment. Strengthen customer relationships through proactive communication and service excellence. Guide the team in accurate documentation of inquiries, complaints, and transactions. Oversee and validate team transactions in SAP, Productivity Trackers, TAT reports. What We're Looking For Excellent verbal and written communication Expertise in SAP SD (mandatory) Experience managing a diverse, multi-region team is required Fluency in English mandatory. Some experience working in operations, sourcing and/or QC management is preferred Analytical skills (Excel, reporting tools) Strong Problem solving and troubleshooting skills Multitasking and attention to detail Continuous learning/ Growth mindset Ability to travel internationally is required. Preferrable to be located in the Eastern Time Zone Bachelors Degree (preferably in Sales and Marketing) Preferred 7-8 years of related experience What You'll Get from Us We promote from within and support your learning with mentoring, training, and access to global opportunities. You'll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us. We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are. You'll receive benefits like annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they're worth asking about-we think they're pretty great. Ready to Make a Difference? If this role excites you, we'd love to hear from you! Apply now to start the conversation and learn more about where your career can go with us. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.

• Perform non-licensed administrative tasks for real estate agents. Identify and manage the contractual dates and deadlines and ensure the transaction is closed in a timely, efficient, and accurate manner. • Collaborate closely with agent services department, agents or other third parties to ensure all proper documentation has been received for compliance in the transaction file in the appropriate systems. • Organize all transaction details in applicable systems while providing continuous updates to the agent, client and third parties. • Serve as all deal stakeholder’s point-of-contact for agents and their clients through closing, which includes obtaining documentation or information needed for clear to close. • Own and execute full end-to-end transaction processing by entering transaction-related expenses, verifying accuracy of details, preparing commission invoices, calculating and finalizing commission payments, and proactively resolving discrepancies to ensure timely and accurate agent payouts. • Regularly update and manage communication with all parties involved in the transaction. • Prioritize service to the agent and all parties with a positive and engaging attitude to create a seamless experience.