Consumer QA Analyst

Job Title:

Consumer QA Analyst III

Location: Charlotte, NC (On-site) | Type: Full-Time

About the Role:

Coinbase is seeking a Consumer QA Analyst III to lead quality initiatives for specific lines of business. You'll analyze trends, manage dashboards, resolve escalations, and ensure audit compliance to optimize the customer experience.

Key Responsibilities:

• Own QA programs and deliverables for assigned LOBs
• Analyze KPI trends and present insights to stakeholders
• Lead quality improvement projects and manage dashboards
• Facilitate calibration sessions and dispute resolutions
• Drive alignment across training, operations, and compliance

Requirements:

• 3+ years in quality management within customer service
• Strong analytical, problem-solving, and communication skills
• Proficiency in Google Sheets, Docs, and Slides
• Strong stakeholder and time management skills

Nice to Haves:

• Crypto knowledge, COPC/Lean Six Sigma certification
• Supervisory or high-value customer support experience
• Familiarity with MaestroQA or NICE tools