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 Analyst III on our Customer Experience team, you’ll join a high functioning team of passionate QA analysts who review TMS cases and ensure that these cases are completed in line with the regulatory and policy requirements. 

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

• Act as a senior Subject Matter Expert on Transaction Monitoring investigations and perform weekly audits on complex Triage, 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 is strongly desired. 
• 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 haves:

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Advanced degree in business, finance or legal 
• Advanced understanding of Google apps, JIRA and Salesforce Service Cloud

Job ID: P60565

#LI-Onsite