Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
We are looking for an experienced Consumer QA Manager to join Coinbase. As the Quality Assurance Manager, you will be responsible for maintaining the highest level of customer service quality assurance. Your role will involve managing a global team of quality experts and implementing strategies, processes, and tools to monitor and enhance the quality of customer service interactions. You will ensure the timely and reliable delivery of quality metrics and collaborate with stakeholders to provide insights and drive performance improvements.
What you’ll be doing (ie. job duties):
- Develop the strategy and roadmap for a robust Quality Assurance (QA) program aligned with Coinbase's overall business goals and objectives.
- Design and implement a scalable QA framework that encompasses all aspects of customer service operations, including processes, procedures, and performance metrics.
- Establish efficient QA processes and workflows to ensure timely and accurate assessment of customer interactions and adherence to quality standards.
- Identify and implement appropriate QA tools and technologies to streamline QA activities, automate processes, and enhance efficiency.
- Continuously analyze QA data and metrics to identify trends, patterns, and opportunities for process improvement and enhanced customer experience.
- Collaborate with cross-functional stakeholders, including Customer Experience, Operations, and Product teams, to align QA initiatives with business objectives and drive improvements.
- Generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.
- Lead change management efforts related to QA program implementation, including communication, training, and adoption planning.
What we look for in you (ie. job requirements):
- Minimum of 7-10 years of experience in quality assurance, preferably in a customer service or contact center environment.
- Strong knowledge and understanding of quality assurance principles, methodologies, and best practices.
- Proven experience in developing and implementing quality assurance programs and processes.
- Ability to adapt to a fast-paced and dynamic environment, managing multiple priorities and deadlines.
Nice to haves:
- Knowledge of crypto space.
- Familiarity with Maestro QA
- Experience in performing quality control and/or quality assurance.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Position ID: P69335
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
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