Policy and Quality Manager

Job Summary

To establish and maintain operational standards for chargeback and abuse processes, the full-time Policy and Quality Manager will develop policy libraries, quality assurance frameworks, and training curricula while serving as the internal authority on chargeback policy interpretation.

Key Responsibilities

• Develop and continuously update operational playbooks, workflows, and standard operating procedures for chargeback and abuse processes
• Own the chargeback policy library and serve as the final decision-maker on policy interpretation questions
• Design and implement a quality assurance framework, including case review methodologies and performance monitoring for agents

Required Qualifications

• 3-5 years of experience in policy authorship, QA design, or operations standards, preferably in fintech or regulated environments
• Proven experience designing QA frameworks and training programs from the ground up
• Deep familiarity with card network chargeback rules across major payment processors
• Strong analytical skills with the ability to track trends and translate findings into actionable policy recommendations
• Experience writing chargeback response documentation is a significant differentiator