QA Lead, Risk Operations

Responsibilities

Disputes QA and BPO Governance

• Execute and continuously enhance the QA framework for disputes operations, including the scorecard, sampling methodology, and calibration cadence.
• Review agent-handled dispute cases across BPO and internal teams for decision accuracy, procedural adherence, and regulatory compliance.
• Govern QA for outsourced disputes operations, including QA-of-QA reviews, calibration sessions with BPO QA leads, and partner accountability.
• Identify scoring discrepancies and calibration drift; track corrective actions and escalate unresolved issues.
• Maintain QA scorecards as product, policy, and regulatory requirements evolve.

Insights, Reporting, and Risk Operations Coverage

• Analyze QA findings to identify error trends and knowledge gaps.
• Present prioritized, data-supported findings to Operations, Compliance, Risk leadership, and Learning & Development.
• Prepare regular reporting on accuracy rates, error trends, and compliance adherence.
• Partner with Learning & Development to inform training content and coaching priorities.
• Support audits and regulatory reviews by maintaining QA records and serving as the subject matter expert on QA methodology and outcomes.
• Expand QA coverage beyond disputes by assessing existing non-disputes risk functions, identifying gaps, and building a scalable framework.

Requirements

• 4+ years of experience in quality assurance, operations quality, or risk operations, including direct QA experience in disputes, fraud, or financial risk.
• Deep familiarity with Reg E, Reg Z, and CFPB guidelines as applied to agent-level dispute decisions.
• Experience governing QA programs for BPO or outsourced operations, including QA-of-QA reviews, calibration, scoring alignment, and vendor accountability.
• Experience designing and maintaining QA scorecards and facilitating calibration sessions.
• Strong analytical, written, and verbal communication skills.
• Ability to manage structured QA work across high-volume, multi-vendor operations.
• Strong cross-functional collaboration skills and comfort working without direct authority.
• Ability to adapt to changing product, policy, and regulatory requirements.

Nice-to-Haves

• Experience in consumer fintech, neobanking, or payments.
• Familiarity with Zendesk, Assembled, or Qualtrics.
• Experience building or scaling QA programs in a high-growth environment.
• Exposure to multi-function QA programs.

Compensation and Benefits

• Base salary range: $95,000–$130,000.
• Equity in the form of stock options.
• 401(k) plan.
• Discretionary performance bonus program.
• Biannual performance reviews.
• Medical, dental, and vision premiums covered at 100% for employees and dependents.
• Flexible time off and paid holidays.
• Generous parental leave.
• Commuter, fitness, healthcare FSA, and dependent care FSA benefits.
• Employee assistance programs, healthcare advocacy, and access to mental health apps.
• Team-building activities.