Complaints Quality Control Analyst III
Coinbase
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $38 - $40 per hour
Job Level
Mid-LevelSenior
About the role
- Perform QC reviews of complaint cases based on the quality rubric, ensuring compliance with established guidelines.
- Provide constructive feedback to agents based on QC findings to support performance improvement. Feedback will be documented in written reports, and agents may need to set up meetings to discuss and clarify scores if needed.
- Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements.
- Conduct root cause analysis (RCA) to identify trends and areas for process enhancements.
- Collaborate with cross-functional teams to improve the efficiency and effectiveness of complaints handling.
- Independently balance and prioritize multiple tasks to ensure timely and accurate completion of QC reviews.
- Be receptive to feedback from all levels and foster a collaborative environment that encourages open communication and continuous improvement.
- Ensure compliance with global regulatory guidelines, including MiCA and CF8, across all complaint handling.
- Contribute to reporting and visualizations that highlight complaint trends and areas for process optimization.
- Support the troubleshooting and resolution of escalated and complex complaint cases, ensuring alignment with company standards.
Requirements
- Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or the tech industry, with a focus on complaints handling, compliance, or regulatory matters.
- Ability to work independently, manage multiple priorities, and balance tasks with minimal guidance.
- Strong analytical skills with the ability to perform root cause analysis and provide actionable insights.
- Comfortable providing feedback to agents and open to receiving feedback from peers and leadership.
- Exceptional communication skills to collaborate with cross-functional teams and present findings effectively.
- Adaptability to thrive in a fast-paced, high-growth environment and adjust priorities as needed.
- Proven attention to detail, with a focus on accuracy and quality in QC reviews and reporting.
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality controlroot cause analysiscomplaints handlingcompliancereportingdata visualizationperformance improvementprocess optimizationanalytical skillstroubleshooting
Soft skills
communicationcollaborationfeedbackadaptabilityattention to detailindependencetask prioritizationconstructive feedbackopen communicationproblem-solving