Dispute Operations Curriculum Designer

Quavo Fraud & Disputes; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Quavo Fraud & Disputes is seeking a Dispute Operations Training Specialist to own the training function for the claims and dispute operations center end to end. This role designs, develops, and delivers a complete training program—from onboarding through ongoing skills and compliance training—for the team.

The ideal candidate brings hands-on claims/dispute operations experience and a track record of building effective training programs, translating complex policies and regulatory requirements

Qualifications

• Hands-on experience in claims/dispute operations within fintech, banking, or financial services.
• Experience designing, developing, and facilitating training programs in corporate or operations settings.
• Strong instructional design skills; able to build a curriculum from the ground up.
• Excellent facilitation and presentation skills, in person and virtual.
• Clear, precise written communication for training materials and documentation.
• Ability to translate regulatory and policy requirements into practical training content.
• No specific degree required; equivalent professional experience qualifies.

Responsibilities

• Design, develop, and maintain a full training curriculum for claims and disputes.
• Create facilitator guides, slide decks, workbooks, e-learning modules and job aids.
• Facilitate live and virtual training sessions for new hires and tenured staff.
• Collaborate with QA and Operations to identify training needs from QA findings and policy changes.
• Develop assessments and track training effectiveness metrics (quality scores, error rates).
• Coach trainees during nesting/OJT and escalate performance concerns as needed.
• Maintain training records, attendance, and completion docs for audits.
• Stay current on applicable regulations and update content accordingly.
• Continuously revise curriculum based on process changes and learner feedback.
• Work with Compliance to incorporate audit findings into refresher training.

Skills

Dispute operations experience

Training program design

Instructional design

Facilitation skills

Written communication

Regulatory to training translation

No degree required

Education

No degree required

Tools

LMS platforms

Articulate

Camtasia

ADDIE model

Job description

Quavo Fraud & Disputes is seeking a Dispute Operations Training Specialist to own the training function for the claims and dispute operations center end to end. This role designs, develops, and delivers a complete training program—from onboarding through ongoing skills and compliance training—for the team.

The ideal candidate brings hands-on claims/dispute operations experience and a track record of building effective training programs, translating complex policies and regulatory requirements