Consumer Quality Assurance Analyst (CX & Operations)

Role Overview

The Consumer Quality Assurance Analyst (CX & Operations) at Coinbase is responsible for ensuring high-quality customer support by managing quality programs, analyzing performance metrics, and driving continuous improvement in customer experience for specific lines of business. This role supports Coinbase’s mission to increase economic freedom through exceptional crypto customer service.

Key Responsibilities

• Own quality management programs for assigned business lines, ensuring timely and accurate quality deliverables.
• Analyze KPIs and conduct root cause analysis to identify opportunities for improvement.
• Present QA insights and recommendations to stakeholders to inspire positive change.
• Manage quality projects and help develop solutions that improve performance metrics.
• Maintain quality dashboards in collaboration with Analytics.
• Facilitate calibration sessions with QA teams and stakeholders to ensure alignment.
• Handle audit disputes, clarifying processes and minimizing escalations.

Requirements

• 3+ years in quality management within customer service operations.
• Strong analytical and problem-solving skills to convert data into actionable insights.
• Excellent communication and facilitation skills, especially in managing misalignments.
• Proficient in project management, reporting, and stakeholder engagement.
• Strong organizational skills to manage multiple priorities.

Nice to Haves

• Supervisory experience.
• Experience with elevated customer support.
• Basic crypto knowledge.
• COPC or Lean Six Sigma certification.