imprint - QA Analyst (Contractor)
Requirements
• 2–4 years in QA, audit, compliance, or operations at a fintech, bank, card issuer, payments company, or similarly regulated environment. • Hands-on experience with fraud operations workflows (transaction review, account actions, customer authentication) and/or dispute workflows (chargebacks, Reg Z). Strong candidates have exposure to both. • Working knowledge of Regulation Z (billing disputes, provisional credit). You can articulate the key timelines and obligations without looking them up. • Demonstrated ability to read a policy, review a case, and clearly identify the gap — with the written reasoning to back it up. • Strong written communication. Your reports lead with the finding, not the methodology, and your scoring notes are clear enough that an agent can act on them. • High judgment in gray areas. Most decisions are not black and white; you can defend your scoring with reasoning, not rigidity. • Experience supporting co-branded or partner credit card programs. • Familiarity with fraud decisioning platforms, rule-based fraud systems, or identity verification tooling. • Prior experience building a QA program from scratch — not just executing an existing one. • Certifications such as CFE (Certified Fraud Examiner), CRCM, or similar.
Responsibilities
• Audit fraud operations cases. Review manual fraud reviews, transaction holds, customer authentication events, and account actions against SOPs, regulatory expectations, and the company’s risk appetite. Score each case on decision accuracy, documentation quality, and timeliness. • Audit dispute cases. Review chargeback handling, provisional credit decisions, Regulation E and Regulation Z workflows, customer communications, and resolution timelines for accuracy and compliance. • Maintain QA methodology. Own the scoring rubrics, sampling plans (random plus risk-weighted), and calibration standards. Make sure the methodology is documented, defensible, and holds up to internal and external audit. • Surface themes to leadership. Produce weekly and monthly reports that lead with the finding: agent-level performance trends, recurring failure modes, and process gaps. Translate noisy case-level data into a small number of actionable themes. • Drive corrective action. Partner with team leads and managers on coaching plans, SOP updates, training content, and system or tooling fixes. Track whether remediation actually closes the gap by re-auditing after changes ship. • Calibrate with stakeholders. Run regular calibration sessions with operations leads to keep scoring consistent across reviewers and aligned with leadership’s expectations. • Escalate systemic issues. When audits reveal control gaps, vendor failures, policy ambiguity, or product defects, raise them to Risk, Compliance, and Product with the evidence to act on. • OUTCOMES IN YOUR FIRST SIX MONTHS • Documented audit methodology, scoring rubric, and sampling plan in production for both fraud operations and disputes. • Weekly QA reporting cadence established with operations leadership; agent-level scorecards live and reviewed. • At least three recurring failure themes identified with corrective action plans owned by ops leads, and follow-up audits to confirm impact. • Monthly calibration sessions running across reviewers and team leads.
Benefits
• $0 – $34 per hour • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Person with disability • Refugee or immigrant • None of the above
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