Hybrid Quality Assurance Specialist – Risk Operations

at Coins.ph

• Job title: Quality Assurance Specialist – Risk Operations
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Taguig City, Philippines

About the role

• Quality Assurance Specialist for Coins, the leading crypto brand in the Philippines. Involved in risk operations, fraud detection, and quality assurance as part of a cross-functional team.

Responsibilities

• Monitor and assess case handling performance of Risk Operations associates across all communication channels to ensure compliance, accuracy, and adherence to established quality standards in fraud detection and risk mitigation.
• Lead regular calibration sessions with QA peers and team leads to maintain consistency in quality evaluations, ensure fairness in scoring, and align on quality benchmarks and best practices.
• Identify gaps or compliance risks in analysts’ investigations, decision-making, or communication, and provide timely, constructive feedback with clear action points for improvement.
• Conduct one-on-one coaching sessions on a weekly basis to address performance gaps, strengthen analytical and investigative skills, and reinforce proper procedures for fraud and risk case handling.
• Review and analyze customer escalations and dissatisfaction reports related to fraud or account security to uncover process inefficiencies, training gaps, and root causes, and propose sustainable corrective measures.
• Partner with the Risk Operations and Fraud Investigation teams to refine workflows, enhance detection accuracy, minimize false positives, and improve overall fraud prevention strategies.
• Act as a secondary review layer for complex or high-risk cases to ensure proper resolution, accurate documentation, and alignment with internal standards and compliance protocols.
• Utilize quality performance data and analytics to identify trends, recurring issues, and opportunities for improvement; compile insights and recommendations for presentation to CX and Risk Leadership Teams.
• Design and deliver targeted coaching or refresher training sessions focused on improving fraud analysis, verification accuracy, and customer communication effectiveness.
• Collaborate closely with the Compliance team to update QA frameworks, SOPs, and quality guidelines in line with evolving regulatory requirements and emerging fraud patterns.
• Support operational readiness activities for new tools, policies, and fraud-detection systems by documenting potential risk scenarios and participating in pilot testing.
• Contribute to continuous improvement initiatives aimed at strengthening fraud prevention, risk controls, and the overall customer experience.
• Perform other related duties as assigned by the immediate supervisor that support business operations and company objectives.

Requirements

• Bachelor’s degree in Business Administration, Risk Management, Finance, Economics, or related fields, or equivalent work experience.
• Experience in quality assurance, fraud investigation, or risk operations within financial services, fintech, or international BPO environments.
• Strong understanding of fraud patterns, transaction monitoring, risk analysis, and KYC/AML processes.
• Proven analytical and critical thinking skills, especially under pressure or in high-volume case environments.
• Proficiency in Google Workspace and familiarity with data management and reporting tools.
• Knowledge of AI-assisted fraud detection systems or process automation is an advantage.
• Excellent written and verbal communication skills in both English and Filipino, with the ability to deliver constructive and objective feedback.
• Strong interpersonal skills and a collaborative mindset; able to work effectively with cross-functional teams.
• High attention to detail and accuracy, with the ability to work independently and manage multiple priorities.
• Results-driven and proactive, demonstrates ownership, accountability, and execution excellence in every task.

Benefits

• Meaningful Collaborations
• Scalable Growth
• A Space For Bright Ideas