Complaints Quality Control Analyst

TL;DR

Complaints Quality Control Analyst (Web3/Crypto): Conduct quality control reviews of complaint cases ensuring compliance and high-quality outcomes with an accent on regulatory adherence, root cause analysis, and process improvement. Focus on providing actionable feedback, collaborating cross-functionally, and managing multiple priorities in a hybrid work environment.

Location: Hybrid with in-person participation required at hirify.global offices in the United States

Salary: $38.01–$40.01 per hour (approx. $76k–$80k annually)

Company

hirify.global is a leading cryptocurrency platform focused on increasing economic freedom worldwide by building the emerging onchain platform and future global financial system.

What you will do

• Perform quality control reviews of complaint cases ensuring compliance with guidelines and regulatory standards.
• Provide constructive feedback to agents and document findings to support performance improvement.
• Refine complaint review processes and contribute to ongoing improvements.
• Conduct root cause analysis to identify trends and recommend process enhancements.
• Collaborate with cross-functional teams to improve complaint handling efficiency and effectiveness.
• Support resolution of escalated and complex complaint cases aligned with company standards.

Requirements

• Minimum 3 years of relevant experience in financial services, crypto, investigations, legal, or tech industry with focus on complaints handling or compliance.
• Ability to work independently, manage multiple priorities, and provide actionable insights.
• Strong analytical and communication skills to collaborate effectively and present findings.
• Adaptability to fast-paced, high-growth environment with attention to detail and quality.
• Hybrid work format with required in-person participation throughout the year.

Nice to have

• Experience in project management, analytics, or vendor management.
• Advanced degree in business, finance, or customer experience.
• Proficiency with Google apps, JIRA, and Salesforce Service Cloud.
• Experience collaborating with external outsource business partners.

Culture & Benefits

• Medical, dental, and vision plans with generous employee contributions.
• Health savings account with company contributions.
• 401(k) plan with company match.
• Wellness, mobile/internet, and connections stipends.
• Volunteer time off and fertility counseling benefits.
• Generous time off and option to get paid in digital currency.

Hiring process

• Initial AI-assisted screening interviews with human recruiter review.
• Technical and behavioral interviews assessing qualifications and fit.
• Reasonable accommodations available upon request for disabilities.