QA Analyst (Customer Experience & Operations) - Remote in London

Details

At Coinbase, our mission is to increase economic freedom in the world. The Customer Experience (CX) organization is dedicated to eliminating customer pain points, empowering users via self-service and automation, and optimizing 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). You will work closely with production QA teams to ensure audit compliance, generate actionable insights, and share findings with stakeholders. You will lead quality programs to enhance metrics for assigned LOBs and act as a catalyst for improvement and innovation.

Responsibilities

• Full ownership of quality program: govern quality management for assigned LOBs and ensure quality deliverables are completed on time based on business requirements.
• Analyze metric trends: support business operations by analyzing KPI trends, conducting root cause analysis, surfacing agent and non-agent opportunities, proposing solutions, and executing them with stakeholders (Workforce Management, Vendor Management, Operations, Learning & Development, Content, Compliance, etc.).
• Communicate quality issues: present QA findings, insights, and recommendations persuasively to inspire positive change via business reviews and other stakeholder channels.
• Manage quality projects and deployments: collaborate with QA leaders to develop and implement quality solutions to drive metric improvement.
• Own dashboard management: work with Analytics to develop and maintain quality dashboards to monitor KPI movements.
• Facilitate calibration sessions: ensure productive calibration calls with production QAs, training facilitators, and operations; drive alignment scores above expectations.
• Handle disputes and escalations: manage audit disputes and misalignments, clarify process grey areas into agent SOPs, prioritize critical escalations and work with stakeholders to minimize occurrences.

Requirements

• 3+ years of experience in quality management in customer service operations.
• Strong commitment to Coinbase’s mission and passion for improving customer experience.
• Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement; ability to translate QA data into actionable insights.
• Strong communication skills for facilitating discussions, handling misalignments, and managing stakeholder relationships.
• Excellent project management skills specific to quality initiatives.
• Proficiency in dashboard reporting, documentation, and presentation creation (including Google Sheets, Docs, and Slides).
• Exceptional interpersonal abilities to engage and influence stakeholders.
• Excellent organizational and time management skills to prioritize tasks and manage competing deadlines.

Nice to haves

• Prior supervisory experience.
• Experience supporting high-value customers, 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 or MaestroQA.

Pay & Logistics

• Position ID: P71314
• Pay Range: £47,790 — £53,100 GBP (target annual salary). Full-time offers also include target bonus, target equity, and benefits (medical, dental, vision, etc.).
• Remote-first role based in London; in-person participation is required throughout the year for team and company offsites and other events.

Benefits

• Private medical insurance
• Dental insurance
• Vision / Eye care vouchers
• Life assurance benefit
• Disability / Income protection
• Workplace pension scheme
• Global travel medical policy
• Employee Stock Purchase Plan (ESPP)
• Wellness stipend
• Mobile / Internet reimbursement
• Connections stipend
• Learning and development allowance
• Employee assistance program
• Fertility benefits
• Generous time off / leave policy