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About the Role
We are seeking a QA Lead, Risk Operations to join our Risk Operations team. This role will execute and enhance the quality assurance program to evaluate the accuracy and consistency of Risk Operations outcomes, focusing primarily on disputes and expanding QA coverage across the broader Risk Operations function. You will govern the QA program with BPO partners, set standards, review QA output, conduct calibration sessions, and evaluate internal team member performance. The goal is to surface trends, document findings, and provide clear data to Operations, Compliance, and Learning & Development.
Responsibilities
- Execute and continuously enhance the QA framework for disputes operations, refining the scorecard, sampling methodology, and calibration cadence.
- Conduct structured reviews of agent-handled dispute cases across BPO and internal teams, evaluating decision accuracy, procedural adherence, and regulatory compliance.
- Serve as Current’s QA governance owner for outsourced disputes operations, conducting QA of QA reviews and leading calibration sessions with BPO QA leads.
- Identify scoring discrepancies and calibration drift in the BPO’s QA process, tracking corrective action commitments.
- Maintain and update QA scorecards as product, policy, or regulatory requirements evolve.
- Analyze QA findings to identify error trends and knowledge gaps, documenting and presenting prioritized, data-supported findings.
- Prepare regular QA performance reporting, including accuracy rates, error trends, and compliance adherence.
- 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.
- Own QA coverage for Risk Operations beyond disputes, assessing current coverage, identifying gaps, and building a scalable QA framework.
- Serve as the subject matter expert on QA methodology and outcomes across Risk Operations.
Requirements
- 4+ years of experience in quality assurance, operations quality, or risk operations.
- Direct QA experience in a disputes, fraud, or financial risk environment.
- Deep familiarity with consumer financial regulations including Reg E, Reg Z, and CFPB guidelines as they apply to disputes.
- Proven experience governing QA programs for BPO or outsourced operations.
- Demonstrated ability to design and maintain QA scorecards.
- Ability to conduct structured calibration sessions and drive scoring consistency.
- Strong analytical skills with the ability to identify error patterns and document findings.
- Excellent written and verbal communication skills.
- Highly organized and detail-oriented.
- Strong collaborator who works effectively across teams without direct authority.
- Comfortable navigating ambiguity and adapting quickly to evolving requirements.
Skills
- QA framework execution and enhancement
- Scorecard refinement
- Sampling methodology
- Calibration cadence
- Dispute case review
- Regulatory compliance assessment
- BPO QA governance
- QA of QA reviews
- Calibration facilitation
- Performance accountability
- QA scorecard design and maintenance
- Scoring consistency
- Error trend analysis
- Data-supported reporting
- Audit support
- Subject matter expertise in QA methodology
- Reg E
- Reg Z
- CFPB guidelines
- Zendesk
- Assembled
- Qualtrics
Location
- New York
Work Type
- Full-time
Experience Level
- 4+ years of experience
Salary/Compensations
- $95,000 - $130,000
Benefits
- Competitive salary
- 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
About the Company
- Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members.
- We provide access to financial solutions that seamlessly work together to solve the needs of our members and enable all Americans to build better financial futures.
- Based in NYC, our results-driven environment drives us to build better products, grow faster and empower everyone on our team to have an impact on our business and mission to improve financial outcomes.