QA Lead, Risk Operations
Core
Lead and govern the quality assurance program for a consumer fintech's Risk Operations team, focusing primarily on disputes, fraud, and regulatory compliance.
Role type
Senior QA Lead (Risk Operations & Disputes)
Builds
QA frameworks, scorecards, and calibration processes for internal teams and BPO partners
Domain
Consumer Fintech / Financial Services / Regulatory Compliance
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
QA program governance, BPO/vendor management, dispute resolution analysis, regulatory compliance (Reg E, Reg Z, CFPB), scorecard design, calibration facilitation, data analysis, trend identification
Preferred skills
Consumer fintech experience, Zendesk/Assembled/Qualtrics proficiency, scaling QA programs from scratch, multi-function QA coverage
Technologies
Zendesk, Assembled, Qualtrics
Responsibilities
Execute and enhance QA frameworks for disputes operations including refining scorecards and sampling methodology; Conduct structured reviews of agent-handled dispute cases evaluating decision accuracy and regulatory compliance; Serve as QA governance owner for outsourced disputes operations leading calibration sessions with BPO partners; Identify scoring discrepancies and calibration drift in BPO processes; Analyze QA findings to identify error trends and knowledge gaps for leadership action; Own QA coverage for Risk Operations beyond disputes to build a consistent scalable framework