Senior Complaints Quality Analyst - Regulatory & Data

Wwshemi; Greater London; Hybrid; GBP 56,000 - 68,000; Full time

Job summary

Coinbase in London is seeking a Senior Complaints Analyst to audit post-QC and dispute cases, ensuring regulator-ready outcomes. You will lead calibration, guide analysts, and partner with multiple teams to strengthen complaint quality.

The role requires 5+ years in complaints or risk, proficiency with Salesforce, JIRA, and SQL, and will operate onsite five days a week at Coinbase's London office. AI tools are used with human oversight.

Qualifications

• 5+ years in complaints handling, quality review, investigations, or risk within financial services or regulated tech.
• Experience with root-cause analysis and quality assessments.
• Ability to use data to identify trends and inform improvements.
• Experience influencing cross-functional partners without direct authority.

Responsibilities

• Lead audits of post-QC and dispute-related cases to verify updates and communications.
• Drive calibration and documentation improvements across the quality review process.
• Provide guidance on complex or high-risk cases and support analyst development.
• Analyze complaint trends and queue health to surface risks and solutions.
• Support audit readiness across multiple complaint types.

Skills

Complaints handling

Quality review

Root-cause analysis

Regulatory knowledge

Data-driven decisions

Tools

Salesforce Service Cloud

JIRA

SQL

Job description

Coinbase in London is seeking a Senior Complaints Analyst to audit post-QC and dispute cases, ensuring regulator-ready outcomes. You will lead calibration, guide analysts, and partner with multiple teams to strengthen complaint quality.

The role requires 5+ years in complaints or risk, proficiency with Salesforce, JIRA, and SQL, and will operate onsite five days a week at Coinbase's London office. AI tools are used with human oversight.