Who We Are
At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE. We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.
About the Team
This team is part of the Compliance Operations under the Legal and Compliance Department. The LDQA team provides continuous training, knowledge/skill uplifting and quality assurance to ensure the smooth execution of Compliance programs. We work closely with all our key stakeholders, such as Customer Due Diligence Ops, AML Ops, Sanction Ops; as well as other partners such as Compliance Advisory, Product team and Data team etc.
About the Opportunity
The Quality Assurance Manager is responsible for ensuring the delivery of high-quality compliance case review and maintaining performance standards across all Compliance Ops functions. In this role, the successful candidate will develop and implement quality assurance processes, and provide feedback to Compliance Ops functions to improve agent performance and ultimately, ensure efficient and high-quality implementation of compliance controls
The successful candidate will work closely with department leaders and subject matter experts to identify gaps in operations, design quality assurance programs in compliant with Compliance requrirements and standards, and create strategies for improvement to align with organizational short-term/long-term goals and strategy. At your core, you will thrive in a fast-paced, collaborative, result-driven environment and be able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done.
Requirements: What We Look For In You
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Lead and manage a team of quality assurance specialists to provide guidance, mentorship, and support, including regular performance reviews, KPI goal settings, and identify development opportunities for quality assurance team members.
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Develop and implement quality assurance strategies, policies, and procedures for the Compliance Ops teams to ensure consistent and excellent Compliance case review delivery.
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Design and implement quality assurance programs to assess agent performance and adherence to Compliance standards.
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Conduct regular evaluations to assess agent performance, identify areas for improvement, and provide feedback and coaching.
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Analyze quality assurance data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.
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Collaborate with operation leads and trainers to develop and deliver training programs to address performance gaps and improve agent skills.
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Establish key performance indicators (KPIs) and quality metrics to measure and track operation teams' performance, ensuring targets are met or exceeded.
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Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.
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Collaborate with Compliance Ops leadership to develop and implement quality improvement initiatives, standard operating procedures, and best practices.
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Ensure compliance with regulatory requirements and industry standards.
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Continuously assess and improve quality assurance processes, tools, and methodologies to enhance efficiency and effectiveness.
Key Responsibilities: What You’ll be Doing
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Minimum 3 years experience in Quality Assurance management field with a proven track record of designing and implementing effective quality monitoring programs
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Strong leadership skills with the ability to manage a team of quality assurance analysts and drive change
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Strong knowledge of Compliance and Compliance Operations of CDD/AML/Sanction and quality assurance methodologies.
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Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions.
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Strong coaching and feedback skills, with the ability to provide constructive feedback and develop action plans for performance improvement.
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Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
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Knowledge of QA KPIs and performance metrics, and the ability to develop and track metrics to assess performance.
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Comfortable working in a fast-paced, dynamic environment with changing priorities.
Statement
OKX is committed to equal employment opportunities. Our diversity initiatives and strategies are designed to attract, develop, and advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status, or any other dimension of diversity. Our distinctive approach to diversity is based on a belief that we each have a personal accountability for success in this area.
We believe that our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be elevated and intentionally integrated into our work. We embrace difference and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company and our work. By promoting these values, we aim to create a positive work experience that encourages a sense of belonging.
