Compliance QA Analyst II
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Job Description
Compliance QA Analyst II performing QA reviews and feedback in customer experience team at Coinbase. Ensuring compliance with guidelines and collaborating across teams for process improvements.
Responsibilities:
- Perform QA reviews of EDD and screening cases based on the quality rubric, ensuring compliance with established guidelines.
- Provide constructive feedback to agents based on QA findings to support performance improvement.
- Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements.
- Conduct root cause analysis (RCA) to identify trends and areas for process enhancements.
- Collaborate with cross-functional teams to improve the efficiency and effectiveness of complaints handling.
- Independently balance and prioritize multiple tasks to ensure timely and accurate completion of QA reviews.
- Be receptive to feedback from all levels and foster a collaborative environment that encourages open communication and continuous improvement.
- Ensure compliance with global regulatory guidelines (including Global AML Regulations)
- Contribute to reporting and visualizations that highlight complaint trends and areas for process optimization.
- Support the troubleshooting and resolution of escalated and complex EDD and screening cases, ensuring alignment with company standards.
Requirements:
- 3+ Years hands-on experience in executing QA, Audit, or Compliance Testing programs across a diverse range of financial services/products
- Experience in working across multiple AML systems and programs (e.g., experience in combinations of Complaints, KYC, AML, TMS, and sanctions)
- Working knowledge of BSA/AML laws, regulations, and rules for financial services/products
- Track record of delivering work outcome 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 to advanced level in PowerPoint/Google Slides and Excel/Google Sheets
Benefits:
- bonus eligibility
- benefits (including medical, dental, and vision)
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