The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Lead audits of post-QC and dispute-related complaint cases to verify required: updates, final determinations, and customer communications are completed accurately and on time
Drive calibration, scorecard, and documentation improvements across the: quality review process, setting consistent standards for complaint outcomes
Provide expert guidance on complex or high-risk cases and support peer: learning, onboarding, and ongoing development of QC analysts
Analyze complaint trends, systemic issues, and queue health to surface risks,: recommend scalable solutions, and support audit readiness
Contribute to pre-closure QC reviews across Consumer, Regulatory, and: Litigation Support complaints per the QC rubric
+ years of experience in complaints handling, quality review, investigations,: or risk within financial services or a regulated technology environment, with a record of independently handling complex root-cause analysis and quality assessments
What they're looking for
- Applied knowledge of complaint-management regulatory expectations, customer: fairness principles, risk mitigation, and high-volume operational workflows
- Demonstrated ability to use data to identify complaint trends, prioritize: risks, and translate findings into actionable recommendations for process improvement
- Track record of influencing cross-functional partners and leading through: subject-matter expertise without direct authority, with clear and structured written and verbal communication
- Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using: analytics and case-management tools to support quality review at scale
