QA Lead, Risk Operations

Responsibilities

Disputes QA and BPO Governance

• Execute and continuously enhance the QA framework for disputes operations, including refining the existing scorecard, sampling methodology, and calibration cadence to ensure performance benchmarks reflect current Reg E, Reg Z, and CFPB standards.
• Conduct structured reviews of agent-handled dispute cases across both BPO and internal teams, evaluating decision accuracy, procedural adherence, and regulatory compliance.
• Serve as Current’s QA governance owner for outsourced disputes operations; conduct QA of QA reviews, lead calibration sessions with BPO QA leads, and hold partners accountable to performance benchmarks.
• Identify scoring discrepancies and calibration drift in the BPO’s QA process; track corrective action commitments and escalate unresolved issues to Operations leadership.
• Maintain and update QA scorecards as product, policy, or regulatory requirements evolve, ensuring scoring criteria remain current and consistently applied across all reviewers.

Insights, Reporting and Risk Operations Coverage

• Analyze QA findings to identify error trends and knowledge gaps; document observations clearly and bring prioritized, data-supported findings to Operations, Compliance, and Risk leadership for action.
• Prepare regular QA performance reporting, including accuracy rates, error trends, and compliance adherence, with Disputes Operations and Risk leadership; partner with the L&D Lead to ensure findings inform training content and coaching priorities.
• Support audits and regulatory reviews by maintaining well-documented QA records and serving as the subject matter expert on QA methodology and outcomes across Risk Operations.
• Own QA coverage for Risk Operations beyond disputes; assess what exists today across non-disputes risk functions, identify gaps, and build toward a consistent QA framework that can scale as those areas mature.

Requirements

• 4+ years of experience in quality assurance, operations quality, or risk operations, with direct QA experience in a disputes, fraud, or financial risk environment.
• Deep familiarity with consumer financial regulations as they apply to disputes, including Reg E, Reg Z, and CFPB guidelines, and how those requirements translate to agent-level decision standards.
• Proven experience governing QA programs for BPO or outsourced operations, including QA of QA reviews, calibration facilitation, scoring alignment, and vendor-level performance accountability.
• Demonstrated ability to design and maintain QA scorecards, conduct structured calibration sessions, and drive scoring consistency across internal and external teams.
• Strong analytical skills with the ability to identify error patterns, document findings clearly, and present data-supported observations that enable Operations and Compliance leadership to make informed decisions.
• Excellent written and verbal communication skills; comfortable presenting QA findings and trend analysis to Operations, Compliance, and Risk leadership.
• Highly organized and detail-oriented, with the ability to manage a structured QA workload across a high-volume, multi-vendor disputes environment.
• Strong collaborator who works effectively across Operations, Compliance, Learning & Development, and BPO partners without direct authority.
• Comfortable navigating ambiguity and adapting quickly as product, policy, and regulatory requirements evolve.

Nice-to-Haves

• Experience in consumer fintech, neobanking, or payments, particularly at a high-growth startup.
• Familiarity with customer experience, QA and workforce management platforms such as Zendesk, Assembled, Qualtrics.
• Experience building or scaling QA programs from the ground up in a high-growth or rapidly changing operational environment.
• Exposure to multi-function QA programs covering more than one operational domain.

Compensation & Benefits

This role has a base salary range of $95,000 - $130,000. Compensation is determined based on experience, skill level, and qualifications. Current offers a competitive total rewards package which includes base salary, equity, and comprehensive benefits.

• Meaningful 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 you and your dependents
• Flexible time off and paid holidays
• Generous parental leave policy
• Commuter benefits
• Fitness benefits
• Healthcare and Dependent care FSA benefit
• Employee Assistance Programs focused on mental health
• Healthcare advocacy program for all employees
• Access to mental health apps
• Team building activities