Manager, CX Quality Assurance

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.