- Company: Coinbase
- Location: London, UK
- Job type: Full-time
- Salary: £61,800 per year
About the role
Coinbase is hiring a Senior Complaints Analyst to join the Complaints Quality Control team in London. This position is fully onsite, requiring you to work from the office five days a week. You will focus on auditing complaint cases to ensure they meet high standards of accuracy and regulatory readiness. The team works within a remote-first culture but holds quarterly in-person sessions called “surges.”
Responsibilities
- Audit complaint cases: Review post-QC and dispute-related cases for Consumer, Regulatory, and Litigation Support to verify accuracy and timeliness.
- Improve processes: Drive calibration, scorecard, and documentation improvements to set consistent standards for complaint outcomes.
- Support the team: Provide expert guidance on complex cases and support the onboarding and development of other QC analysts.
- Analyze data: Identify complaint trends and systemic risks to recommend scalable solutions and support audit readiness.
- Contribute to reviews: Participate in pre-closure QC reviews across various complaint types according to the established rubric.
Requirements
- Experience: At least 5 years in complaints handling, quality review, investigations, or risk within financial services or regulated tech.
- Regulatory knowledge: Applied understanding of complaint-management regulations, customer fairness, and risk mitigation.
- Data skills: Ability to use data to identify trends and translate findings into actionable process improvements.
- Communication: Proven track record of influencing cross-functional partners through subject-matter expertise.
- Technical proficiency: Experience with Salesforce Service Cloud, JIRA, and SQL.
- AI usage: Responsible use of generative AI with human oversight to improve workflow efficiency and quality.
Pay and benefits
The annual base salary for this role is £61,800. Total compensation may also include equity, bonus eligibility, and benefits such as medical, dental, and vision coverage.
How to apply
Apply directly on Coinbase’s own careers website. Omadaily never charges job seekers.
