Dispute Operations Training Specialist

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

Who We Are

Quavo is the industry leader in fraud and disputes management technology, offering the world's only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

About The Role

The Dispute Operations Training Specialist owns the training function for the claims and dispute operations center end to end. This role is responsible for designing, developing, and delivering a complete training program - from new-hire onboarding through ongoing skills and compliance training - for the claims and disputes team. The ideal candidate brings hands-on claims/dispute operations experience together with a track record of building and facilitating effective training programs, and can translate complex policies, systems, and regulatory requirements into training that new and tenured associates can apply on the job.

Responsibilities Include

• Design, develop, and maintain a full training curriculum for claims and dispute operations, including new-hire onboarding, nesting/on-the-job training, ongoing skills refreshers, and compliance/regulatory updates.
• Build training materials from scratch: facilitator guides, slide decks, participant workbooks, e-learning modules, job aids, quick-reference guides, and knowledge assessments.
• Facilitate live and virtual training sessions for new hires and tenured associates, adapting delivery style and pacing to different learning needs.
• Partner with the Quality Manager and Operations leadership to identify training needs based on QA findings, error trends, policy or system changes, and product launches.
• Develop and administer assessments and knowledge checks; track training effectiveness metrics such as post-training quality scores, error rates, and time-to-proficiency.
• Coach and provide real-time feedback to trainees during nesting/OJT periods, escalating performance concerns to the appropriate manager as needed.
• Maintain accurate training records, attendance, and completion documentation to support internal audits and regulatory examinations.
• Stay current on applicable claims and dispute regulations and network rules (e.g., Regulation E, Regulation Z, Fair Credit Billing Act, card network dispute rules) and update training content accordingly.
• Continuously evaluate and revise curriculum based on process changes, system updates, audit findings, and learner feedback.
• Collaborate with Quality Assurance and Compliance to incorporate audit findings and root-cause trends into refresher and remedial training.

Required Qualifications

• Demonstrated hands-on experience in claims and/or dispute operations (e.g., card disputes, chargebacks, ACH/Reg E claims, fraud claims) within fintech, banking, or a related financial services environment.
• Proven experience designing, developing, and facilitating training programs in a corporate or operations setting.
• Strong instructional design skills - able to build a curriculum from the ground up rather than only deliver existing materials.
• Excellent facilitation and presentation skills, both in-person and virtual.
• Strong written communication skills for developing clear, accurate training materials and documentation.
• Ability to translate regulatory and policy requirements into practical, easy-to-apply training content.
• No specific degree or educational credential is required; equivalent professional experience is fully qualifying.

Preferred Qualifications

• Experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate, Camtasia).
• Familiarity with adult learning principles and instructional design models (e.g., ADDIE).
• Experience training on claims/disputes platforms or case management systems.
• Prior experience in a quality assurance or compliance-adjacent role.