Senior Complaints Quality Lead

Coinbase, Inc.; Greater London; On-site; GBP 56,000 - 68,000; Full time

Job summary

Coinbase, Inc. in London is seeking a Senior Complaints Analyst to audit post-QC and dispute-related cases, ensuring regulator-ready outcomes. You will work with QC, Compliance, Legal, Operations, Product, and data teams, driving improvements and supporting global complaint quality.

The role is onsite at Coinbase's London office, five days a week, with a focus on risk, data-driven insights, and cross-functional collaboration to strengthen complaint quality across the organization.

Qualifications

• 5+ years of experience in complaints handling, quality review, investigations, or risk in financial services or a regulated technology environment.
• Experience with complaint-management regulatory expectations and risk mitigation.
• Ability to use data to identify complaint trends and translate findings into actionable improvements.
• Strong written and verbal communication; proven ability to influence cross-functional partners.

Responsibilities

• Lead audits of post-QC and dispute-related complaint 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 and onboarding of QC analysts.
• Analyze complaint trends, systemic issues, and queue health to surface risks and support audit readiness.
• Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints.

Skills

Salesforce Service Cloud

JIRA

SQL

Job description

Coinbase, Inc. in London is seeking a Senior Complaints Analyst to audit post-QC and dispute-related cases, ensuring regulator-ready outcomes. You will work with QC, Compliance, Legal, Operations, Product, and data teams, driving improvements and supporting global complaint quality.

The role is onsite at Coinbase's London office, five days a week, with a focus on risk, data-driven insights, and cross-functional collaboration to strengthen complaint quality across the organization.