Btse2mo ago

Quality & Enablement (QE) Specialist

Taiwan·Taipei,TaipeiFull-timelead

OtherShift LeadQualitySupport

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Quick Summary

Overview

Technical Tools

b2bb2ccustomer-supportfintech

彼特思方舟 is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. 彼特思方舟 is engaged by BTSE Group to offer several key positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market.

BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.

The QE Specialist is not a traditional auditor who simply ticks boxes and reports errors. You are a Performance Architect. Your mission is to ensure that every mistake identified becomes a catalyst for structural improvement. You don't just find the "What"; you own the "Why" and the "How to Fix it Forever."

"How to Fix it Forever."

In this role, identifying a mistake is only 20% of the job; the remaining 80% is ensuring that the same mistake cannot happen again through better SOPs, improved templates, or targeted enablement.

Responsibilities

~1 min read

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.

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).

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.

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.

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.

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.

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).

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).

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.

Technical Writing Excellence: Exceptional ability to deconstruct complex technical jargon into simple, actionable, and logical instructions.

Systemic Thinking: A proven track record of not just "reporting" problems, but "solving" them through process redesign or tool optimization.

Tool Proficiency: Expert-level use of Zendesk/Salesforce, Confluence, and specialized QA/L&D platforms.

Competitive total compensation package

Various team-building programs and company events

Comprehensive healthcare schemes for employees and dependents

And many more! Apply and let us tell you more!

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