Overview
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 candidate 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. 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. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
You will be a part of the Compliance Operations Quality & Enablement team, responsible for conducting Quality Assurance audits on Complaints cases (Formal, Regulatory & Litigation). You will work with production teams from CX and Compliance. Your day-to-day role will involve auditing Complaints cases and/or KYC related activity to identify 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 providing insights through established feedback loops.
Responsibilities
* Complete weekly audit allocations in line with existing procedures and grading standards
* Provide a detailed overview of the errors identified in audits
* Root cause analysis, deep dives into operational procedures to find opportunities, themes, and knowledge gaps to upskill team performance
* Identify process gaps and work with stakeholders within CX and Compliance to improve the process. Provide regular QA insights, recommendations and feedback to Client Service Management
* Collaborate with internal support teams across Data Analytics, Operations, Financial Crime Compliance, and L&D to help launch or improve existing processes and workflow
* Implement and/or enhance QA rubrics and frameworks
* Utilize an in-depth understanding of metrics to drive data-driven recommendations
* Continuously add value through effective impact analysis, prioritization, project management and efficient execution of projects
Qualifications
* 4+ years hands-on experience in Complaints support, Quality Assurance, or Compliance Testing programs across a diverse range of financial services/products
* Experience across multiple systems and programs (e.g., combinations of Complaints, KYC, AML, TMS, and sanctions)
* Track record of delivering work outcomes 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 level in PowerPoint/Google Slides and Excel/Google Sheets
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
Pay Transparency
The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision).
Pay Range:
€56,700 — €56,700 EUR
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase\'s roles before applying.
Commitment to Equal Opportunity
Coinbase 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 Employee Rights and Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. Coinbase is 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.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the GDPR and CCPA may regulate how we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data. For US applicants, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description. Coinbase may also pilot an AI interview intelligence platform to transcribe and summarize interview notes. These pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations at coinbase.com
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