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 analyses and deep dives into operational procedures to: identify recurring themes, knowledge gaps, and opportunities to improve team performance.
Partner with stakeholders across CX, Compliance, 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.
Leverage metrics and reporting tools to deliver data-driven recommendations: that measurably improve case quality, consistency, and throughput.
+ 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 root cause analyses and translate QA findings: into actionable process improvements adopted by operations teams.
- Proven track record of partnering with cross-functional teams globally to: implement process improvements and deliver work outcomes that meet quality and timeline standards.
- Experience building QA dashboards, trend reports, and presentations using: Google Sheets and Slides (or equivalent tools) to communicate findings to senior stakeholders.
- Utilizes generative AI responsibly, maintaining human oversight to deliver: business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
