Complaints Quality Control Analyst III

Overview

Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. We’re building the emerging onchain platform and the future global financial system. We seek a candidate who is passionate about our mission, believes in the power of crypto and blockchain technology, and wants to leave a mark by solving challenging problems with high-caliber colleagues.

Our work culture is intense and collaborative, with in-person participation required throughout the year and multiple team/company offsites.

The Complaints Quality Control (CQC) team plays a critical role in ensuring our global complaints operations are efficient, compliant, and deliver high-quality outcomes. As an Analyst III on the team, you will conduct quality control (QC) reviews across Consumer Complaints, Regulatory Complaints, and Litigation Support investigations, refine complaint processes, and provide actionable feedback to agents. This role requires independence, multi-tasking, and a commitment to continuous improvement through open, collaborative feedback.

• Perform QC reviews of complaint cases based on the quality rubric, ensuring compliance with established guidelines.
• Provide constructive feedback to agents based on QC findings to support performance improvement. Feedback will be documented in written reports, and agents may need to set up meetings to discuss and clarify scores if needed.
• Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements.
• Conduct root cause analysis (RCA) to identify trends and areas for process enhancements.
• Collaborate with cross-functional teams to improve the efficiency and effectiveness of complaints handling.
• Independently balance and prioritize multiple tasks to ensure timely and accurate completion of QC reviews.
• Be receptive to feedback from all levels and foster a collaborative environment that encourages open communication and continuous improvement.
• Ensure compliance with global regulatory guidelines, including MiCA and CF8, across all complaint handling.
• Contribute to reporting and visualizations that highlight complaint trends and areas for process optimization.
• Support the troubleshooting and resolution of escalated and complex complaint cases, ensuring alignment with company standards.

• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or the tech industry, with a focus on complaints handling, compliance, or regulatory matters.
• Ability to work independently, manage multiple priorities, and balance tasks with minimal guidance.
• Strong analytical skills with the ability to perform root cause analysis and provide actionable insights.
• Comfortable providing feedback to agents and open to receiving feedback from peers and leadership.
• Exceptional communication skills to collaborate with cross-functional teams and present findings effectively.
• Adaptability to thrive in a fast-paced, high-growth environment and adjust priorities as needed.
• Proven attention to detail, with a focus on accuracy and quality in QC reviews and reporting.

• Experience in project management, analytics, or vendor management.
• Advanced degree in business, finance, or customer experience (CX).
• Proficiency with tools such as Google apps, JIRA, and Salesforce Service Cloud.
• Experience collaborating with external outsource business partners.

Position : P74727

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Equal Opportunity Commitment:
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.

For US applicants, you may view the Employee Rights and the Know Your Rights notices, and Coinbase participates in the E-Verify program…