Job Description
Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
The Complaints Quality Control (CQC) team is essential in ensuring that our global complaints operations function efficiently, comply with regulatory requirements, and consistently deliver high-quality resolutions. As an Analyst III within the CQC team, you will focus on refining and updating complaint processes, performing quality control (QC) reviews for all case types, and providing feedback to agents. You will work independently, prioritizing multiple tasks with minimal guidance, and remain open to feedback from all levels to drive continuous improvement in complaints handling.
What you’ll be doing (ie. job duties):
- 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.
What we look for in you (ie. job requirements):
- 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.
Nice to haves:
- 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.
Job #: G2618
Commitment to Equal Opportunity
Coinbase is committed to diversity in its workforce and 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 Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
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