As a Risk & Monitoring Analyst III on the Operational Risk and Controls team within Global Financial Crimes Operations, you'll own quality assurance reviews of Complaints case investigations, including formal, legal, and litigation matters, that support Coinbase's AML/CFT program. You'll strengthen consistency in case execution, surface procedural gaps, and partner across Operations, Compliance, Analytics, and Learning & Development to turn quality insights into measurable operational improvements.

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.

Required Skills and Experience:

• 4+ 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).
• 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.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

P77201