Sr. Quality Analyst, Customer Support Operations

  • Coinbase
  • Portland, OR
  • Jun 08, 2018

Job Description

Back To All Jobs Sr. Quality Analyst, Customer Support Operations
Portland, OR

Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Portland that will centralize our customer support function, helping ensure a world class customer experience.

As a Senior Quality Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . You'll help drive quality for Customer Support through QA reviews, helping operationalize policies and procedures, and using analytical skills for process feedback. As a part of the QA organization, you enjoy getting to the bottom of things and using those insights to support your team.

At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. If you're looking to work for a mission driven, employee first organization, please apply today.

Responsibilities:
  • Responsible for driving consistency for Coinbase Support by performing quality audits and analysis across multiple channels (voice, email, social and/or chat) for internal/vendor teams as a senior domain expert
  • Operationalize and standardize new and existing policies, processes and procedures by reviewing QA scorecards and structuring appropriate training material.
  • Train and mentor support analysts and vendor agent teams in onshore and offshore locations; conduct train-the-trainer certification and classroom evals for vendor teams.
  • Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
  • Perform meta-quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes
  • Communicate with internal and external stakeholders in an effective, organized, and empathetic manner.
  • Utilize an in-depth understanding of metrics and workflows in order to analyze and report on trends, issues, and quality defects.
  • Helps upkeep knowledge management material and process updates for their domain
  • Utilize data to provide insights and recommended action plans to improve program QA
  • Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

Requirements:
  • Motivated by Coinbase's mission and creating a seamless support experience for our global customer base.
  • Must be available to work standard business hours
  • Minimum of 4 years of relevant experience, preferably in financial services, technology and/or customer support.
  • Experience with training, quality management, and/pr process excellence frameworks
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need).

Preferred Qualifications:
  • Experience with payments, fraud, account access, compliance, trust and safety or other relevant operational domains.
  • Prior experience with creating training content and knowledge management materials
  • Exposure to different channels of support, including voice, email, social and/or chat.
  • Availability to work on weekends.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Proficiency in another language (non-English).