Senior Manager, Compliance Quality Assurance - CX

July 19

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Coinbase

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We're building an open financial system for the world.

Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000

💰 $21.4M Post-IPO Equity on 2022-11

Description

• Continued evolution and maturation of CX QA programs (EDD, CDD, PEP/Sanctions, and TMS) to align with business strategy, compliance requirements, customer needs, and regulatory expectations. • Analyze QA metrics to refine risk-based sampling methodologies and standard operating procedures for both existing and new business lines. • Manage and lead QA resources across Coinbase and business partner outsourcing relationships, ensuring optimal performance and collaboration. • Partner with Operations to improve output quality metrics and key risk indicators, and perform root cause analysis to identify systemic improvement areas. • Maintain expertise in KYC, CDD, EDD, and financial crime compliance risks, and apply best practices to mitigate these risks effectively. • Collaborate cross-functionally to ensure QA-identified risks are adequately addressed and mitigated. • Develop a deep understanding of metrics and workflows to analyze trends, issues, and quality defects, and report insights. • Enhance cross-functional policies and procedures through collaboration with internal stakeholders. • Lead a team of QA Managers, providing guidance on best practices and procedures to drive quality in Coinbase CX. • Support compliance, internal audit, and regulatory assessments, as well as design and operational effectiveness testing of relevant EDD records.

Requirements

• Minimum of 10 years of relevant experience in financial services, technology, quality, and/or customer support. • Deep understanding of AML and KYC counterparty risk identification and mitigation principles, including BSA/AML, CDD/EDD, JMLSG, Sanctions, Fincen CDD, Travel Rule, and TMS global regulatory requirements. • Strong communication skills with the ability to interface effectively with regulators and executive teams. • Proven experience in designing and executing QA programs and managing QA teams across various functions. • Expertise in project management and process improvements. • Strong planning skills with the ability to manage multiple priorities and tasks in a high-growth, fast-paced environment. • Flexible and adaptable to meet the evolving needs of the organization. • Willingness to travel up to 10% to Coinbase offices and vendor locations.

Benefits

• target bonus + target equity + benefits (including medical, dental, vision and 401(k))