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- Tasks: Ensure top-notch customer support by managing quality programs and analysing performance metrics.
- Company: Join Coinbase, a leader in the crypto space, dedicated to increasing economic freedom.
- Benefits: Enjoy flexible work options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a mission-driven team that values innovation and exceptional customer experience.
- Qualifications: 3+ years in quality management with strong analytical and communication skills required.
- Other info: Ideal for those passionate about improving customer service in the exciting world of crypto.
The predicted salary is between 36000 - 60000 £ per year.
Consumer Quality Assurance Analyst (CX & Operations)
Crypto Jobs
Job Description
Role Overview
The Consumer Quality Assurance Analyst (CX & Operations) at Coinbase is responsible for ensuring high-quality customer support by managing quality programs, analyzing performance metrics, and driving continuous improvement in customer experience for specific lines of business. This role supports Coinbase’s mission to increase economic freedom through exceptional crypto customer service.
Key Responsibilities
- Own quality management programs for assigned business lines, ensuring timely and accurate quality deliverables.
- Analyze KPIs and conduct root cause analysis to identify opportunities for improvement.
- Present QA insights and recommendations to stakeholders to inspire positive change.
- Manage quality projects and help develop solutions that improve performance metrics.
- Maintain quality dashboards in collaboration with Analytics.
- Facilitate calibration sessions with QA teams and stakeholders to ensure alignment.
- Handle audit disputes, clarifying processes and minimizing escalations.
Requirements
- 3+ years in quality management within customer service operations.
- Strong analytical and problem-solving skills to convert data into actionable insights.
- Excellent communication and facilitation skills, especially in managing misalignments.
- Proficient in project management, reporting, and stakeholder engagement.
- Strong organizational skills to manage multiple priorities.
Nice to Haves
- Supervisory experience.
- Experience with elevated customer support.
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Consumer Quality Assurance Analyst (CX & Operations) employer: Hospitable.com
Contact Detail:
Hospitable.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Consumer Quality Assurance Analyst (CX & Operations)
✨Tip Number 1
Familiarise yourself with the latest trends in customer service quality assurance. Understanding current best practices and tools used in the industry will help you stand out during interviews and discussions.
✨Tip Number 2
Prepare to discuss specific examples of how you've improved quality metrics in previous roles. Be ready to share your analytical approach and the impact of your initiatives on customer experience.
✨Tip Number 3
Network with professionals in the quality assurance and customer service fields. Engaging with others can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 4
Showcase your communication and facilitation skills by preparing to discuss how you've managed stakeholder relationships in the past. Highlighting your ability to align teams will be crucial for this role.
We think you need these skills to ace Consumer Quality Assurance Analyst (CX & Operations)
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Consumer Quality Assurance Analyst position. Understand the key responsibilities and requirements, and think about how your experience aligns with them.
Tailor Your CV: Customise your CV to highlight relevant experience in quality management and customer service operations. Use specific examples that demonstrate your analytical skills and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experience and your understanding of quality assurance. Mention any relevant projects or achievements that relate to the role.
Highlight Key Skills: In your application, emphasise your strong communication and facilitation skills, as well as your proficiency in project management. Make sure to provide examples of how you've successfully managed multiple priorities in the past.
How to prepare for a job interview at Hospitable.com
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Consumer Quality Assurance Analyst. Familiarise yourself with quality management programs and how they relate to customer support, as this will help you answer questions more confidently.
✨Showcase Analytical Skills
Prepare to discuss your experience with analysing KPIs and conducting root cause analysis. Be ready to provide examples of how you've used data to drive improvements in customer service, as this is a key part of the role.
✨Communicate Effectively
Since excellent communication is crucial for this position, practice articulating your thoughts clearly. Think about how you would present QA insights to stakeholders and be prepared to demonstrate your facilitation skills during the interview.
✨Highlight Project Management Experience
Be ready to discuss your project management experience, especially in relation to quality projects. Share specific examples of how you've managed multiple priorities and delivered results, as this will show your organisational skills.
