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Manager, CX Consumer QA

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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

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$148,835—$175,100 USD

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).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

Coinbase Glassdoor Company Review

3.7

Coinbase DE&I Review

3.9

CEO of Coinbase

Brian Armstrong

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Average salary estimate

$161967.5 / YEARLY (est.)

min

max

$148835K

$175100K

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What You Should Know About Manager, CX Consumer QA, Coinbase

Are you ready to take your career to the next level with Coinbase as the Manager of CX Consumer QA? If you’re passionate about quality assurance and delivering top-notch customer experiences in the rapidly evolving crypto space, we want to hear from you! In this pivotal role, you'll lead a global team focused on maintaining the highest standards of customer service. You will be at the forefront of developing a robust QA strategy that aligns with Coinbase's mission to increase economic freedom across the globe. With the excitement of managing quality assurance processes, implementing innovative tools, and deriving actionable insights from data, you will significantly impact our customers' experiences. Working alongside talented professionals in an intense and dynamic environment, you will design scalable QA frameworks that assess and enhance our customer service interactions. You’ll also be responsible for generating impactful reports and collaborating with various teams to meet our business objectives. If you thrive on solving complex problems, enjoy being challenged daily, and are excited about the blockchain technology transforming the financial landscape, this role at Coinbase is for you. Join us in building the future of finance by ensuring that our customer interactions meet the highest quality standards!

Frequently Asked Questions (FAQs) for Manager, CX Consumer QA Role at Coinbase

What are the primary responsibilities of the Manager, CX Consumer QA at Coinbase?

As the Manager of CX Consumer QA at Coinbase, your primary responsibilities include developing and implementing a comprehensive quality assurance strategy that aligns with the company's business objectives. You will design scalable QA frameworks, manage a global team, establish efficient QA processes, and utilize data to drive performance improvements across customer service interactions.