Manager, CX Quality Assurance

As a Sr. Quality Manager for Coinbase, you will be responsible for leading a high functioning team of passionate QA professionals within the Consumer CX organization who know their performance is essential to Coinbase achieving its mission of being the most trusted. You’ll work to make sure the delivery of quality metrics is timely and reliable, while working closely with business stakeholders across the organization to provide insights and improve performance. You’ll help develop process excellence and provide meaningful insights to the supported business through QA and process analysis.You will positively impact our mission by upholding the integrity of quality data and utilizing QA to develop strong feedback loops for continuous optimization. To be successful in this role you will need to be quick to learn the business, have an enthusiastic, positive attitude, and strong knowledge of scaled customer service operations. 

What You'll Be Doing (i.e., Job Duties) 

• Lead and develop a global team of QA professionals supporting Coinbase’s consumer and specialty businesses.
• Provide leadership and direction to a multi-vendor network to ensure performance goals including quality, SLA, staffing and other operational KPIs. 
• Provide cross functional leadership, partnering across operations and the business to implement recommendations and ensure risk identified by QA is adequately mitigated.
• Conduct regular qualitative and quantitative analysis of customer interactions and QA performance to identify systemic areas for enhancing the customer experience through QA insights.
• Establish efficient QA processes and workflows to ensure timely and accurate assessment of customer interactions and adherence to quality standards.
• Generate data-backed recommendations to improve output  quality metrics and key risk indicators
• Champion a culture of continuous improvement and lead process excellence initiatives to enhance quality standards.
• Continuously inspect the scalable global QA frameworks to ensure they meet regulatory requirements and exceed customer expectations.
• Collaborate on strategic projects to launch and integrate quality for new products, policies, and vendor sites, driving excellence in customer support.

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

• 10-12+ years of people management experience with a track record of employee development.
• 10-12+ years of relevant experience in customer support operations, quality management, financial services, technology, and/or business operations.
• Background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources.
• Strong communication skills and presence: ability to interface with senior leadership
• Experience building CX quality assurance strategies and managing critical operational processes, with end to end business responsibility.
• Experience with vendor management and maintaining cross functional partnerships both vertically and horizontally.
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
• Demonstrated leadership with an efficient execution, supporting a culture of ownership, continuous learning with positive energy.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need)

Nice to have:

• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud, MaestroQA
• COPC or Six Sigma Certification 
• Knowledge of the crypto industry, web 3, or traditional finance

Job #: P57894