Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 280 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
About The Role
We are seeking a detail-oriented and proactive Risk Operations Agent to oversee and enhance the quality of risk operations within our team. This role involves supervising agents’ daily activities, ensuring adherence to quality standards, and driving continuous improvement through data analysis and AI-powered quality assurance initiatives. The ideal candidate will have strong knowledge of KYC, fraud, and risk operations, excellent communication skills, and a passion for emerging blockchain technologies. Flexibility to work across different time zones is essential.
The candidate must be comfortable working primarily in the UTC+10 timezone, as the role involves providing support and collaboration across North American, APAC, and Middle Eastern time zones. Flexibility in working hours may be required to accommodate meetings and coordination with global teams.
Responsibilities
- Oversee and manage the quality of agents’ chat interactions and daily operational tasks to ensure compliance with established standards.
- Develop and refine service quality specifications for Risk personnel in line with evolving business requirements.
- Conduct thorough quality inspections for both online and offline operations, adhering to QA standards.
- Analyse operational and risk data to generate insightful reports and value-added recommendations.
- Deliver actionable findings and suggestions to operational teams and senior leadership for effective execution.
- Train team members to deepen their understanding of Standard Operating Procedures (SOP) and quality benchmarks.
- Collaborate with QA colleagues to perform regular calibration sessions aimed at enhancing QA capabilities and maintaining high standards.
- Lead and contribute to AI-driven quality assurance projects, including automated evaluations, speech and text analytics, and intelligent QA model deployment to improve efficiency and accuracy.
- Demonstrate flexibility by working alternative hours, such as evenings, to coordinate with global teams across different jurisdictions.
Requirements
- Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any discipline.
- Minimum of 2 years’ relevant experience in risk operations, fraud prevention, KYC, or related fields.
- Strong understanding of KYC, fraud detection, and risk operation processes.
- Solid knowledge of customer satisfaction and quality assurance programs.
- Experience with AI-related projects (e.g., AI quality monitoring or automated QA systems) is highly desirable.
- Excellent organisational and time management skills.
- Effective facilitation skills for meetings and presentations.
- Proficient verbal and written communication skills in English and the primary language of the supported market.
- Passionate about emerging technologies, particularly blockchain and related innovations.
- Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders.
Why Binance
• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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