QA Lead, Risk Operations
Core
Lead QA program for Risk Operations, focusing on disputes, fraud, and risk functions to ensure regulatory compliance and decision accuracy for consumer members.
Role type
Senior QA Lead (Risk Operations & Disputes)
Builds
QA frameworks, scorecards, and governance 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, calibration session facilitation, scorecard design, regulatory compliance analysis, data-driven reporting, error trend identification, stakeholder communication
Preferred skills
Consumer fintech experience, Zendesk/Assembled/Qualtrics proficiency, scaling QA programs from ground up, multi-domain QA coverage
Technologies
Zendesk, Assembled, Qualtrics
Responsibilities
Execute and enhance QA framework for disputes operations including scorecard refinement and calibration cadence; Conduct structured reviews of agent-handled dispute cases across BPO and internal teams; Serve as QA governance owner for outsourced disputes operations; Analyze QA findings to identify error trends and knowledge gaps; Prepare regular QA performance reporting for leadership; Own QA coverage for Risk Operations beyond disputes
Seniority
Senior, hands-on IC with governance responsibilities