Customer Service QA Program Manager

We are seeking a highly skilled and experienced Senior Program Manager to join our team at Coinbase. As a Senior Program Manager, you will play a critical role in ensuring the highest level of customer service quality assurance across our organization. You will be responsible for developing and implementing strategies, processes, and tools to monitor and improve the quality of our customer service interactions. You’ll work to make sure that the delivery of quality metrics is timely and reliable, while working closely with business stakeholders across the organization to provide insights and improve performance.

What You'll Be Doing (i.e., Job Duties)

• Develop the strategy and roadmap for a robust Quality Assurance (QA) program aligned with Coinbase's overall business goals and objectives.
• Design and implement a scalable QA framework that encompasses all aspects of customer service operations, including processes, procedures, and performance metrics.
• Establish efficient QA processes and workflows to ensure timely and accurate assessment of customer interactions and adherence to quality standards.
• Identify and implement appropriate QA tools and technologies to streamline QA activities, automate processes, and enhance efficiency.
• Continuously analyze QA data and metrics to identify trends, patterns, and opportunities for process improvement and enhanced customer experience.
• Collaborate with cross-functional stakeholders, including Customer Experience, Operations, and Product teams, to align QA initiatives with business objectives and drive improvements.
• Generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.
• Lead change management efforts related to QA program implementation, including communication, training, and adoption planning.
• Foster a culture of quality and continuous improvement within the Customer Service organization, promoting accountability, ownership, and a customer-centric mindset.

What We Look For In You (ie. Job Requirements)

• Minimum of 7+ years of experience in quality assurance, preferably in a customer service or contact center environment.
• Has a background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources.
• Strong knowledge and understanding of quality assurance principles, methodologies, and best practices.
• Proven experience in developing and implementing quality assurance programs and processes.
• Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement.
• Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.
• Ability to drive change and continuous improvement initiatives to enhance the overall quality of customer service operations.
• Experience in conducting root cause analysis and implementing corrective actions to address quality issues.
• Ability to adapt to a fast-paced and dynamic environment, managing multiple priorities and deadlines.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

Nice to haves

• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud
• COPC or Six Sigma Certification

Job #: P57898

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $[Zone 3 Pay] to $[Zone 1 Pay] + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).