# QA Lead, Risk Operations

**Company:** [Current](https://hotfix.jobs/companies/current)
**Location:** New York, NY
**Role:** QA Engineering
**Salary:** $95k – $130k/yr
**Experience:** 4+ years
**Skills:** quality assurance, disputes operations, risk operations, reg e, reg z, cfpb regulations, bpo governance, qa scorecards, calibration sessions, Data Analysis, Zendesk, assembled, qualtrics
**Posted:** 2026-08-06

> Leads quality assurance for disputes and broader Risk Operations, governing BPO and internal reviews, regulatory adherence, scorecards, calibration, reporting, and corrective actions. Requires 4+ years of QA or risk operations experience and strong knowledge of Reg E, Reg Z, and CFPB requirements.

## Job Description

## 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.

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