Coinbase · 1 month ago
Complaints Quality Control Analyst III
United States
Full-time
Remote
Mid Level
3+ years expCoinbase is a company dedicated to increasing economic freedom in the world through its innovative onchain platform. The Complaints Quality Control Analyst III will conduct quality control reviews of complaint cases, provide feedback to agents, and refine complaint processes to ensure high-quality outcomes and compliance with regulatory guidelines.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
Responsibilities
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
Qualification
Required
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
Preferred
Experience in project management, analytics, or vendor management
Advanced degree in business, finance, or customer experience (CX)
Proficiency with tools such as Google apps, JIRA, and Salesforce Service Cloud
Experience collaborating with external outsource business partners
Benefits
Bonus eligibility
Equity eligibility
Benefits (including medical, dental, vision and 401(k))
Company
Coinbase
Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies.
1001-5000 employees
H1B Sponsorship
Coinbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (181)
2024 (92)
2023 (96)
2022 (284)
2021 (183)
2020 (66)
Funding
Current Stage
Public CompanyTotal Funding
$4.46BKey Investors
ARK Investment ManagementDFJ GrowthTiger Global Management
2025-12-19Post Ipo Equity· $4.2M
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
Chief Financial Officer
Recent News
2026-01-11
Crowdfund Insider
2026-01-11
2026-01-09
Company data provided by crunchbase