Consumer QA Analyst III

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 Manila/Hyderabad office. Kindly expect to work in a US timezone per business needs.

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):

• Relevant Experience: 3+ years of experience in quality management in customer service operations.
• [For internal applicants]: Process expert with strong knowledge in complex workflows. 90%+ QA score with no captured critical error in the past 6 months, and currently not in any performance improvement plan.
• 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

Position ID: G2680