Senior Complaints Analyst

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 actionable recommendations for process improvement
• Track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority, with clear and structured written and verbal communication
• Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using analytics and case-management tools to support quality review at scale
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

PID: P77181
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