QA Team Lead

The QA lead will work as part of the Compliance Operations Quality Assurance team, which is responsible for conducting Quality Assurance audits on Transaction Monitoring alerts, US Investigations and Suspicious Activity Reports. You will be working with senior stakeholders from CX and Compliance. In your day-to-day role you will be responsible for cases allocations, procedural updates, creation and presentation of metrics, training of new analysts, conducting check and challenge reviews and working on providing a feedback loop on QA results and findings.

What you’ll be doing (ie. job duties):

• Act as a directly responsible individual for the US Escalations Quality Assurance programme for CX
• Complete weekly allocations of cases to be audited by analysts
• Produce weekly metrics providing a detailed overview of the errors identified in audits and QA scores
• Present the QA results to senior stakeholders in weekly meetings
• Manage Critical Error Remediation validation process
• Act as a trusted point of contact for escalations and high priority issues related to your scope
• Review disputes and make the decision based on the existing documented process and regulatory requirements
• Implement new QA rubrics and frameworks
• Achieve service level agreements and quality metrics for your line of business, at the individual and team level
• Identify process gaps and work with stakeholders within CX and financial crime to improve the process
• Collaborate with internal support teams across Data Analytics, Escalations teams, Financial Crime Compliance, and L&D to help launch or improve existing processes and workflow
• Utilize an in-depth understanding of metrics to drive data-driven recommendations
• Continuously add value through effective impact analysis, prioritization and efficient execution of projects.

What we look for in you (ie. job requirements):

• 5+ 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 simultaneously (e.g., experience in combinations of KYC, AML, 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

Nice to haves:

• Vendor management experience
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Experience in project management or analytics or quality assurance.
• Advanced degree in business, finance or legal
• Advanced understanding of Google apps, JIRA and Salesforce Service Cloud

Position ID - P34766

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $96,475 to $113,500 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).