About the company
Coinbase is a remote-first, but not remote-only company on a mission to increase economic freedom. Expect quarterly in-person working sessions called "surges."
Responsibilities
- Complete weekly QA audit allocations in line with established procedures and grading standards, documenting errors and root causes
- Conduct root cause analysis and deep dives into operational procedures to identify recurring themes, knowledge gaps, and upskilling opportunities 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
- Deliver impact analysis and project execution on process improvement initiatives
Requirements
- 4+ years of hands-on experience in Complaints support, Quality Assurance, or Compliance Testing within financial services (Complaints, KYC, AML, TMS, or sanctions)
- Demonstrated ability to execute QA audits against established rubrics and translate findings into actionable recommendations
- Experience developing and presenting compliance metrics using Google Sheets, Excel, or Google Slides
- Proven track record of partnering with cross-functional teams globally
- Full-time, in-office presence five days a week with availability for extended hours
- Responsible use of generative AI with human oversight
Conditions
- Annual base salary range: £50,445 — £53,100 GBP (excluding equity and bonus)
- Total compensation may include equity, bonus eligibility, and benefits (medical, dental, vision)