This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead quality assurance evaluations of Complaints case investigations, which encompass formal, legal, and litigation matters, in support of Coinbase’s AML/CFT program.

• Execute weekly QA audit assignments in line with established procedures and grading criteria.

• Record identified mistakes along with their root causes.

• Perform root cause analyses and thorough examinations of operational procedures.

• Recognize recurring patterns, knowledge deficiencies, and areas for enhancing team performance.

• Collaborate with stakeholders from CX, Compliance, Analytics, and Learning & Development to address process deficiencies.

• Initiate workflow enhancements and refine QA rubrics and frameworks.

• Develop and present QA insights, recommendations, and performance metrics to Client Service Management and Complaints leadership.

• Utilize metrics and reporting tools to provide data-driven suggestions for improving case quality, consistency, and throughput.

⛳️ Requirements

• Over 4 years of direct experience in Complaints support, Quality Assurance, or Compliance Testing programs within the financial services sector.

• Familiarity with various compliance areas, including Complaints, KYC, AML, TMS, or sanctions.

• Capacity to conduct root cause analyses and convert QA findings into implementable process enhancements.

• Proven experience collaborating with cross-functional global teams to enact process improvements while adhering to quality and timeline expectations.

• Proficient in creating QA dashboards, trend reports, and presentations using Google Sheets and Slides or similar tools.

• Responsible utilization of generative AI with appropriate human oversight.

• Candidates are limited to submitting a maximum of 3 applications within a 6-month timeframe.