Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

You will be a part of the Compliance Operations Quality Assurance team, which is responsible for conducting Quality Assurance audits on Complaints cases (Formal, Regulatory & Litigation). You will be working with production teams from CX and Compliance. In your day-to-day role, you will be responsible for auditing Complaints cases and or KYC related activity with the output purpose of identifying opportunities to improve Complaints  programmatic execution such as, procedural updates, creation and presentation of metrics, training of new analysts, conducting check and challenge reviews and working on providing insights through established feedback loops. 

 

What you’ll be doing (ie. job duties): 

Perform QA reviews of complaint cases based on the quality rubric, ensuring compliance with established guidelines. Provide constructive feedback to agents based on QA findings to support performance improvement.  Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements. Conduct root cause analysis (RCA) to identify trends and areas for process enhancements. Collaborate with cross-functional teams to improve the efficiency and effectiveness of complaints handling. Independently balance and prioritize multiple tasks to ensure timely and accurate completion of QA reviews. Be receptive to feedback from all levels and foster a collaborative environment that encourages open communication and continuous improvement. Ensure compliance with global regulatory guidelines, including MiCA and CF8, across all complaint handling. Contribute to reporting and visualizations that highlight complaint trends and areas for process optimization. Support the troubleshooting and resolution of escalated and complex complaint cases, ensuring alignment with company standards.

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

3+ Years hands-on experience in executing QA, Audit, or Compliance Testing programs across a diverse range of financial services/products  Experience in working across multiple AML systems and programs (e.g., experience in combinations of Complaints, KYC, AML, TMS, and sanctions) Working knowledge of BSA/AML laws, regulations, and rules for financial services/products Track record of delivering work outcome to budget and meeting quality standards Experience in assisting, developing, and producing metrics and reporting Strong written/verbal communication, critical thinking, and problem-solving skills Highly-motivated, analytical, organized, innovative, and adaptive  Multi-tasking ability, team-oriented, and a self-starter  Proven ability to work collaboratively with global partners in other functional units Exceptional work ethic and flexibility to work extended hours to meet deadlines, when necessary Ability to work with limited direction from management when situations occur Intermediate to advanced level in PowerPoint/Google Slides and Excel/Google Sheets   

Nice to haves:

ACAMS certification (nice to have) Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support. Experience in project management or analytics or quality assurance. Advanced degree in business, finance or legal  Advanced understanding of Google apps, JIRA and Salesforce Service Cloud

Job #: P63036

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).

Pay Range:₹1,445,000—₹1,445,000 INRCommitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view the Know Your Rights notice here.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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