Consumer QA Analyst III

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 Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

As a Consumer QA Analyst III, you will serve as a subject matter expert, quality officer, and process engineer for specific lines of business (LOB). Aligned with our mission to deliver outstanding support, you will work closely with production QA teams to ensure compliance with audit requirements, generate actionable insights, and share key findings with stakeholders. You will lead quality programs aiming to enhance metrics for your assigned LOB, embodying the philosophy that QA professionals are catalysts for improvement and innovation, not just auditors.

Please note that this role is expected to report onsite in our US Center of Excellence office in Charlotte, NC.

What you’ll be doing (ie. job duties):

• Full ownership of quality program: Govern the quality management of specific lines of business assigned to you. Ensure quality deliverables are done on time based on business requirements.
• Analyze metric trends: Support our business operations by analyzing KPI trends and conduct root cause analysis. Surface agent and non-agent opportunities and work with different stakeholders (Workforce Management, Vendor Management, Operations, Learning & Development, Content, Compliance, etc.) by proposing a solution and executing it.
• Communicate quality issues: Present QA findings, insights, and recommendations persuasively to inspire positive change via business reviews and other channels with your stakeholders.
• Manage quality projects and deployments: Work with the QA leaders in developing quality solutions for your LOBs which will help drive metric improvement.
• Own dashboard management: Work with Analytics in developing and maintaining quality dashboards to monitor KPI movements.
• Facilitate calibration sessions: Ensure productive discussions during calibration calls with production QAs, training facilitators, and operations. Drive alignment scores above expectations.
• Handle disputes and escalations: Work with your stakeholders in managing audit disputes and misalignments. Clarify process grey areas and make in black and white in our agent SOPs. Prioritize critical escalations as needed and work with your stakeholders in minimizing such instances.

What we look for in you (ie. job requirements):

• This role requires full-time, in-office presence at our Charlotte location.
• Relevant Experience: 3+ years of experience in quality management in customer service operations.
• Mission-driven: Strong commitment to Coinbase’s mission with a passion of improving customer experience.
• Problem solver: Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement. Ability to translate QA data into actionable insights.
• Expert calibrator: Strong communications skills in facilitating discussions and handling misalignments. Ability to handle disagreements but knows when to sway to other’s perspectives.
• Project management: Excellent project management skills in handling quality-specific projects.
• Reporting management: Great skills in dashboard reporting, documentation, and presentation creation. This includes proficiency in using Google Sheets, Docs, and Slides.
• Stakeholder management: Exceptional communication and interpersonal abilities, engaging and influencing stakeholders as needed.
• Organizational and time management: Excellent organizational and time management skills, able to prioritize tasks and manage competing deadlines.

Nice to haves:

• Prior supervisory experience is a huge advantage
• Experience in supporting high-value customer, account management, and elevated support
• Basic crypto knowledge
• COPC or Lean Six Sigma Yellow/Green Belt certification
• Familiarity with change management processes
• Familiarity with quality management tools such as NICE/MaestroQA

Job #: P69553

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$41.27—$41.27 USD

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

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).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.