Responsibilities

• Audit fraud operations cases, including manual reviews, transaction holds, and account actions, against SOPs and regulatory expectations.
• Audit dispute cases, reviewing chargeback handling, provisional credit decisions, and Regulation E and Z workflows.
• Maintain QA methodology by owning scoring rubrics, sampling plans, and calibration standards.
• Produce weekly and monthly reports for leadership that highlight agent performance trends, recurring failure modes, and process gaps.
• Drive corrective action by partnering with team leads on coaching plans, SOP updates, and training content.
• Run regular calibration sessions with operations leads to ensure scoring consistency.
• Escalate systemic issues, control gaps, or policy ambiguities to Risk, Compliance, and Product teams.

Requirements

• 2–4 years of experience in QA, audit, compliance, or operations within fintech...