Senior Fraud QA and Enablement Analyst

01A; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Healthcare coverage

Equity plans

Flexible time off

Commuting support

Job summary

Navan is seeking a Fraud Operations QA & Enablement analyst to join our 24×7 fraud operations function and elevate quality across the team. You will establish robust QA frameworks, drive high decision standards, and turn audit insights into training and SOP updates.

In this role you will perform regular audits, analyze QA data for patterns, lead calibration sessions, maintain the Knowledge Base, and design onboarding modules for new hires.

Qualifications

• 5+ years in fraud operations or payments risk with QA experience.
• Experience auditing transaction decisions and coaching analysts.
• Ability to translate QA data into process improvements.

Responsibilities

• Audit analyst transaction decisions and case notes for accuracy and compliance.
• Analyze QA data to identify recurring errors and fraud patterns.
• Lead quality calibration sessions and provide coaching.
• Own and update the Knowledge Base and SOPs.
• Design onboarding modules and delta training.
• Monitor quality metrics and SLAs; report to leadership.
• Provide operational visibility by aggregating QA scores and trends.

Skills

Fraud operations

QA frameworks

Coaching analysts

Data analysis

AI in auditing

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 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 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.

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.

About Navan

Navan (Nasdaq: NAVN) is the global AI-powered business travel and expense platform that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Culture of Excellence

Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025–2026), Forbes Cloud 100 (2022–2025), and CNBC Disruptor 50 (2022–2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.

Our Benefits

Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support*, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.

Workplace Policy

Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.

Equal Opportunity

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

If you need any assistance or accommodations due to a disability, you are welcome to email us at [e-mail].

Candidate Privacy Notice and Use of AI

As part of the recruitment process, certain personal data may be processed using automated tools, including tools that use AI. For details on how Navan collects and uses your personal data, please review Navan's Candidate Privacy Notice here.

*Applies to select locations.