The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Complete weekly QA audit allocations in line with established procedures and: grading standards, providing detailed documentation of errors identified and their root causes.
Conduct root cause analysis and deep dives into operational procedures to: identify recurring themes, knowledge gaps, and opportunities to upskill team performance across the Complaints function.
Partner with stakeholders across CX, Compliance, Data Analytics, and L&D to: close process gaps, launch workflow improvements, and enhance QA rubrics and frameworks.
Build and present QA insights, recommendations, and performance metrics to: Client Service Management and Complaints leadership, using data to drive prioritization and decision-making.
Deliver impact analysis and project execution on process improvement: initiatives, ensuring outcomes are documented and scalable across the function.
+ years of hands-on experience in Complaints support, Quality Assurance, or: Compliance Testing programs within financial services, with exposure across multiple compliance disciplines (e.g., Complaints, KYC, AML, TMS, or sanctions).
What they're looking for
- Demonstrated ability to execute QA audits against established rubrics,: identify error patterns, and translate findings into actionable recommendations that improve operational quality.
- Experience developing, producing, and presenting compliance metrics and: reporting using tools such as Google Sheets, Excel, or Google Slides.
- Proven track record of partnering with cross-functional teams globally to: implement process improvements and deliver work outcomes that meet quality and timeline standards.
- Full-time, in-office presence five days a week with availability to support: extended hours when required by audit or compliance deadlines.
