Senior Complaints Analyst

Amit érdemes tudni

• Remote · Európa
• Távmunka, de a magyarországi jogosultság nem egyértelmű.
• Szint: Senior
• Fizetés: nem közölt

Helyszín és jogosultság

Távmunka, de a magyarországi jogosultság nem egyértelmű.

London, UK

Megbízhatóság: 48%. A végső döntés a munkáltatóé – mindig olvasd el az eredeti hirdetést.

Pozíció

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As a Sr. Complaints Analyst on the Complaints Quality Control team within Customer Experience, you'll audit post-QC and dispute-related cases across Consumer Complaints, Regulatory Complaints, and Litigation Support to ensure accurate, consistent, and regulator-ready outcomes. You'll identify systemic risks, drive scalable review improvements, and partner with the QC Manager, Global Complaints, Compliance, Legal, Operations, Product, and data partners to strengthen complaint quality across the organization. This role is fully onsite at Coinbase's London office and requires working in the office five days per week.

What you'll do:

Lead audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications are completed accurately and on time

Drive calibration, scorecard, and documentation improvements across the quality review process, setting consistent standards for complaint outcomes

Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and ongoing development of QC analysts

Analyze complaint trends, systemic issues, and queue health to surface risks, recommend scalable solutions, and support audit readiness

Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints per the QC rubric

Required Skills and Experience:

5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment, with a record of independently handling complex root-cause analysis and quality assessments

Applied knowledge of complaint-management regulatory expectations, customer fairness principles, risk mitigation, and high-volume operational workflows

Demonstrated ability to use data to identify complaint trends, prioritize risks, and translate findings into actionabl

Rövidített kivonat. A teljes leírás és a jelentkezés a munkáltató oldalán érhető el.