Job Description
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.
- 2–4 years of experience in QA, audit, compliance, or operations within fintech, banki...
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