What You'll Be Doing (i.e., 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. 📍Foster a culture of quality and continuous improvement within the Customer Service organization, promoting accountability, ownership, and a customer-centric mindset.

What We Look For In You (ie. Job Requirements)

📍Minimum of 7+ years of experience in quality assurance, preferably in a customer service or contact center environment. 📍Has a background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources. 📍Strong knowledge and understanding of quality assurance principles, methodologies, and best practices. 📍Proven experience in developing and implementing quality assurance programs and processes. 📍Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement. 📍Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.