About the role
You will serve as the quality anchor and "connective tissue" of our fraud team. You won't just be clearing alerts; you will drive high decision standards across the entire function. Your mission is to establish and maintain robust QA frameworks, ensure every analyst makes high-quality, compliant decisions, and turn audit insights into actionable training, SOP updates, and process improvements What You’ll Do
- Quality Assurance & Auditing (Primary Focus): Perform regular, comprehensive audits of analyst transaction decisions, risk scores, and case notes to ensure consistency, accuracy, and strict adherence to compliance standards.
- Root-Cause & Pattern Analysis: Analyze QA audit data to identify recurring decision errors, knowledge gaps, and emerging fraud typologies, transforming findings into actionable team insights.
- Calibration & Coaching: Lead regular quality calibration sessions for the team and provide constructive feedback and targeted coaching to analysts to elevate decision quality.
- Knowledge Architecture & SOPs: Own and maintain the central "Source of Truth" (Knowledge Base) for Standard Operating Procedures (SOPs), updating guidelines based on QA findings and evolving fraud tactics.
- Training & Onboarding: Design and deliver onboarding modules for new hires and ongoing "delta training" to address quality trends and process updates.
- Process Excellence & System Gap Analysis: Monitor team-wide quality metrics and SLAs. Act as a feedback loop between Operations and Product/Engineering to fix system limitations causing manual error or security risks.
- Operational Visibility: Aggregate and report QA scores, error trends, and compliance metrics to provide leadership with clear visibility into operational health.
- At least 5 years of experience in fraud operations, transaction monitoring, payments risk, or trust and safety. This must include hands-on experience developing Quality Assurance (QA) frameworks, sampling strategies, conducting audits, and coaching analysts.
- Proven expertise in evaluating transaction reviews, case documentation, and fraud determinations against established compliance and operational standards.
- Strong background in building or maintaining decision frameworks, QA scorecards, and SOP documentation.
- Hands-on background leveraging artificial intelligence technologies to streamline, enhance, and scale manual quality auditing workflows.
- Comfort reviewing complex transactions and conducting outbound customer verifications when needed.
- Exceptional written and verbal communication skills, with a track record of delivering constructive feedback and leading training sessions.
- High attention to detail and strong analytical skills to translate QA data into operational improvements.
- Ability to work in a high-volume, fast-paced operational environment while maintaining high quality standards.
- Willingness and flexibility to work across three rotating shifts as part of a 24×7 operations team.
- Experience in fintech, travel, payments, or e-commerce environments is strongly preferred.