Sr Fraud QA and Enablement Analyst

Shorebird Technologies; Bengaluru; On-site; INR 1,200,000 - 2,800,000; Full time

Job summary

Shorebird Technologies in Bengaluru seeks a Fraud Operations QA & Enablement analyst to join our 24/7 fraud operations function and uphold rigorous quality standards through audits and training. You will anchor QA, drive calibration, maintain the central SOPs/Knowledge Base, and translate audit findings into actionable coaching, onboarding modules, and process improvements.

This role demands hands-on fraud domain experience, excellent communication, and the ability to work across shifts in a

Qualifications

• 5+ years in fraud operations, monitoring, or trust and safety with QAFRAMEWORKS experience.
• Experience auditing transactions, risk scores, and case notes for compliance.
• Ability to design QA scorecards and SOP documentation.
• Experience coaching analysts and delivering training modules.

Responsibilities

• Quality Assurance & Auditing: audit analyst decisions, risk scores, and case notes.
• Root-Cause & Pattern Analysis: identify recurring errors and fraud typologies.
• Calibration & Coaching: run QA calibration sessions and provide feedback.
• Knowledge Architecture & SOPs: own SOPs and knowledge base updates.
• Training & Onboarding: design onboarding and delta training modules.
• Process Excellence: monitor quality metrics and feedback loops to Product/Engineering.
• Operational Visibility: report QA scores and trends to leadership.

Skills

Fraud operations

QA frameworks

Auditing

Coaching

SOP documentation

Training delivery

AI in QA

Communication skills

Tools

Metaview

Job description

Job Summary

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

Responsibilities

• 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.

Additional Information

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