Quality Assurance Analyst

Job Summary

To enhance the effectiveness of Fraud Operations and Disputes teams, the full-time remote Quality Assurance Analyst will audit cases against Standard Operating Procedures (SOPs), evaluate agent decisions for accuracy and compliance, and identify patterns to inform leadership on coaching and process improvements.

Key responsibilities

• Audit fraud and dispute cases to ensure accuracy, compliance, and adherence to SOPs
• Maintain and document QA methodology, including scoring rubrics and sampling plans
• Produce reports highlighting performance trends and recurring issues, driving corrective action with team leads

Required qualifications

• 2-4 years of experience in QA, audit, compliance, or operations within a fintech or regulated environment
• Hands-on experience with fraud operations and/or dispute workflows
• Working knowledge of Regulation Z and its key timelines and obligations
• Demonstrated ability to identify policy gaps and articulate findings clearly
• Strong written communication skills, with a focus on actionable reporting