Quality Assurance & Standards Manager

Own the end-to-end quality assurance program for Fraud & Safety Delivery (FSD), including design and operation of a quality measurement framework that evaluates decision accuracy and workflow adherence.

Establish centralized governance and consistent quality standards across all risk domains, geographies, and partner sites, ensuring measurable improvements in decision accuracy and reduction in enforcement errors.

Drive quality reviews, calibration, and diagnostic reporting to leadership, and integrate quality measurement into AI-assisted decisioning and operational workflows.

8+ years experience in quality assurance, operations, risk, audit, or program management in a high-volume, high-stakes decision environment.

Proven experience building and managing quality programs from scratch with expertise in sampling methodology, scorecards, error taxonomies, calibration, and governance.

Experience managing quality delivery through partner or vendor teams without direct authority.

Work Experience Required: 8+ years in relevant fields as described.

Expertise in measuring and improving quality in subjective, judgment-based decision environments (e.g., fraud, financial crime, content moderation, compliance).

Strong data literacy with ability to independently analyze data and build diagnostic reports; strong cross-functional influence and communication skills.

Experience with evaluating AI or model-assisted decision quality is strongly preferred.