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Lead quality assurance for a 24/7 fraud operations team by auditing transaction decisions, analyzing error patterns, coaching analysts, maintaining SOPs and knowledge resources, delivering training, monitoring quality metrics, and partnering with Product and Engineering to improve systems and processes.
We are seeking a Fraud Operations QA & Enablement analyst to join our 24×7 fraud operations function and help protect our customers through rigorous quality standards, transaction auditing, and operational enablement.
You will serve as the quality anchor and "connective tissue" of our fraud team. You won't just be clearing alerts; you will drive high decision standards across the entire function. Your mission is to establish and maintain robust QA frameworks, ensure every analyst makes high-quality, compliant decisions, and turn audit insights into actionable training, SOP updates, and process improvements
What You’ll DoYou will serve as the quality anchor and "connective tissue" of our fraud team. You won't just be clearing alerts; you will drive high decision standards across the entire function. Your mission is to establish and maintain robust QA frameworks, ensure every analyst makes high-quality, compliant decisions, and turn audit insights into actionable training, SOP updates, and process improvements
- Quality Assurance & Auditing (Primary Focus): Perform regular, comprehensive audits of analyst transaction decisions, risk scores, and case notes to ensure consistency, accuracy, and strict adherence to compliance standards.
- Root-Cause & Pattern Analysis: Analyze QA audit data to identify recurring decision errors, knowledge gaps, and emerging fraud typologies, transforming findings into actionable team insights.
- Calibration & Coaching: Lead regular quality calibration sessions for the team and provide constructive feedback and targeted coaching to analysts to elevate decision quality.
- Knowledge Architecture & SOPs: Own and maintain the central "Source of Truth" (Knowledge Base) for Standard Operating Procedures (SOPs), updating guidelines based on QA findings and evolving fraud tactics.
- Training & Onboarding: Design and deliver onboarding modules for new hires and ongoing "delta training" to address quality trends and process updates.
- Process Excellence & System Gap Analysis: Monitor team-wide quality metrics and SLAs. Act as a feedback loop between Operations and Product/Engineering to fix system limitations causing manual error or security risks.
- Operational Visibility: Aggregate and report QA scores, error trends, and compliance metrics to provide leadership with clear visibility into operational health.
- At least 5 years of experience in fraud operations, transaction monitoring, payments risk, or trust and safety. This must include hands-on experience developing Quality Assurance (QA) frameworks, sampling strategies, conducting audits, and coaching analysts.
- Proven expertise in evaluating transaction reviews, case documentation, and fraud determinations against established compliance and operational standards.
- Strong background in building or maintaining decision frameworks, QA scorecards, and SOP documentation.
- Hands-on background leveraging artificial intelligence technologies to streamline, enhance, and scale manual quality auditing workflows.
- Comfort reviewing complex transactions and conducting outbound customer verifications when needed.
- Exceptional written and verbal communication skills, with a track record of delivering constructive feedback and leading training sessions.
- High attention to detail and strong analytical skills to translate QA data into operational improvements.
- Ability to work in a high-volume, fast-paced operational environment while maintaining high quality standards.
- Willingness and flexibility to work across three rotating shifts as part of a 24×7 operations team.
- Experience in fintech, travel, payments, or e-commerce environments is strongly preferred.
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.
Navan Bengaluru, Karnataka, IND Office
WeWork Prestige Central, Suite 07-102, 36 Infantry Road, Bengaluru, India, 560001
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