Senior Complaints Analyst

Overview

In this role, you will lead post-QC and dispute-case audits to ensure accurate, regulator-ready outcomes. You’ll strengthen complaint quality across Consumer, Regulatory, and Litigation Support by driving scalable reviews and partnering with cross-functional teams. You’ll identify systemic risks, guide improvements in calibration and documentation, and mentor analysts to uphold high standards. This is a hands-on, impact-focused position at Coinbase in London, with a strong emphasis on regulatory alignment and customer fairness.

Pay / Benefits

• medical
• dental
• vision
• equity
• bonus eligibility

Responsibilities

• Lead audits of post-QC and dispute-related cases to verify updates, determinations, and customer communications
• Drive calibration, scorecard, and documentation improvements across the quality review process
• Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and development of QC analysts
• Analyze complaint trends, systemic issues, and queue health to surface risks and support scalable solutions
• Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints per the QC rubric

Key requirements

• 5+ years in complaints handling, quality review, investigations, or risk within financial services or regulated tech
• Experience with root-cause analysis and quality assessments
• Knowledge of complaint-management regulatory expectations, customer fairness, risk mitigation, high-volume workflows
• Ability to use data to identify trends, risks, and drive process improvements
• Proven ability to influence cross-functional partners with clear written and verbal communication
• Proficiency in Salesforce Service Cloud, JIRA, and SQL; experience with analytics and case-management tools
• Responsible use of generative AI with human oversight to improve workflows

• cross-functional collaboration
• strong written and verbal communication
• analytical mindset
• Salesforce Service Cloud
• JIRA
• SQL

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