Senior Fraud QA And Enablement Analyst

Navan; Bengaluru; Sur place; INR 1 500 000 - 2 000 000; Plein temps

Résumé du poste

Navan is seeking a Fraud Operations QA & Enablement analyst to join a 24x7 fraud operations function. You will establish robust QA frameworks, audit analyst decisions, and translate findings into training, SOP updates, and process improvements.

You will lead calibration sessions, own the knowledge base, and design onboarding modules to elevate overall decision quality across the team.

Qualifications

• 5+ years in fraud operations with QA audits.
• Experience developing QA frameworks and sampling strategies.
• Ability to coach analysts and provide constructive feedback.
• Experience designing training and onboarding modules.

Responsabilités

• Perform regular audits of analyst decisions, risk scores, and case notes for consistency and compliance.
• Analyze QA data to identify recurring errors and fraud patterns for improvements.
• Lead calibration sessions and provide targeted coaching to analysts.
• Own and maintain the central Knowledge Base and SOPs.
• Design onboarding modules and delta training to address quality trends.
• Monitor quality metrics and SLAs, feeding insights to Ops and Product/Engineering.

Connaissances

Fraud operations

QA frameworks

Coaching analysts

Analytical skills

Communication skills

Shift flexibility

Description du poste

Job Description:

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 wont 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 Do

• 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.

What We’re Looking For

• 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.