Senior QA Analyst, CX Compliance

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there. 
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

Coinbase's Customer Experience (CX) organization plays a critical role in achieving our vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. 

 As a Compliance Quality Assurance Lead on our Customer Experience team, you’ll join a high functioning team of passionate QA analysts who review the US escalations cases and ensure that these cases are completed in line with the regulatory and policy requirements. 

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

• Perform weekly audits on complex Escalations cases, Suspicious Activity Reports and investigations by applying a high degree of autonomy 
• Proactively seek opportunities to tackle challenging and impactful assignments.
• Assist on 2LoD reviews and provide timely responses to findings
• Lead calibrations & office hours supporting other QA analysts
• Conduct root cause analysis on thematic issues 
• Identify procedural gaps or inconsistencies and provide proposed solutions
• Conduct training of new QA and QC joiners along with validating their practice cases 
• Collaborate with internal support teams across Data Analytics, Escalations teams, Financial Crime Compliance, and L&D to enhance processes and workflows.
• Present QA findings, insights, and recommendations persuasively to inspire positive change via weekly metrics/dashboards
• Provide feedback on drafted procedures regarding areas of opportunity and how the procedures can be enhanced to increase clarity and consistent execution
• Support agents in addressing their queries on complex procedural requirements
• Undertake highly complex audits that have a substantial impact on Compliance Operations, showing your ability to navigate intricate challenges.
• Apply in-depth knowledge of regulatory requirements when reviewing unusual or complex cases/scenarios

 

What we look for in you (ie. job requirements)

• 4+ Years hands-on experience in executing QA, Audit, or as a Financial Crime Investigator
• Working knowledge of BSA/AML laws, regulations, and rules for financial services/products
• ACAMS or equivalent AML qualification
• Experience in assisting, developing, and producing metrics and reporting
• Strong written/verbal communication, critical thinking, and problem-solving