Specialist, LDQA (Dutch Speaker) at OKX

OKX is seeking a Learning & Development | Quality Assurance specialist (LDQA) to join their team. This role is crucial for designing, developing, and implementing effective training programs and materials for employees. The LDQA specialist will also ensure the quality and effectiveness of these programs through continuous evaluation and improvement.

The successful candidate will collaborate with department leaders and subject matter experts to identify training needs, design training programs, manage the delivery of training programs and conduct audits of cases performed by operations teams to ensure accuracy, consistency, and adherence to established standards.

Responsibilities:

• Develop and maintain training content and quality nuances for global business services teams.
• Collaborate with internal and external stakeholders for training-need-analysis (TnA) exercise, ongoing training recommendations based on product/process knowledge test (PKT) results
• Point of contact (POC) and trusted partner for internal stakeholders on training progress reports and interventions including training and development activities planning, attendance, results of tests and assessments, and retraining requirements.
• Introduce and presents training and development programs using various forms and formats including group discussions, lectures, simulations, and videos.
• Conduct daily audits based on the group target assignment as per the quality assurance parameters
• Close any training and knowledge gaps with internal team (Learning & Development, Quality Assurance and Content) as well as stakeholders through calibration to drive positive value and impact to the organization.
• Initiate and lead continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals and communicating with the necessary team, i.e OpEx, Ops Team, etc. for further action.
• Assist QA manager on any assignments or projects to improve the overall service quality and review accuracy of the team eg. create and communicate best practice/quality information/infographic to the Global Operation team.

Requirements:

• Minimum 2-4 years experience in Training or Quality Assurance role preferably in Customer Service/Customer Due Diligence/Fraud Risk/Anti-money Laundering operations.
• Experience with learning management systems (LMS) and e-learning development tools.
• Able to communicate fluently(speaking and writing) in English and one of these languages - Dutch
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders at all levels of the organization.
• Independent and able to multitask, able to work within timelines
• Comfortable working in a fast-paced, dynamic environment with changing priorities.

OKX offers:

• Hybrid work environment