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.