Fraud & Abuse QA Specialist

Deliveroo Holdings plc

Job Overview

Location

London - The River Building HQ

Job Type

Full-time

Full Job Description

📋 Description

• Audit investigator cases to ensure decisions are accurate, consistent, and strictly aligned with Deliveroo’s policy framework for fraud and abuse prevention.
• Provide clear, constructive feedback to operational teams and participate in calibration sessions to maintain top-tier quality and consistency across fraud detection workflows.
• Analyse QA findings and data trends to identify emerging fraud risks, process inefficiencies, and control weaknesses within the three-sided marketplace (customers, riders, restaurant partners).
• Contribute directly to continuous improvement projects aimed at enhancing operational quality, team efficiency, and overall marketplace outcomes through data-driven insights.
• Collaborate with Policy, Product, and Operations stakeholders to translate QA insights into improved training materials, enhanced tooling, and optimized fraud prevention processes.
• Work within the Trust Tech (Fraud Operations) — Operations Excellence team to protect Deliveroo’s ecosystem from fraudulent and abusive activities.
• Support fair, timely, and high-quality resolutions for customers, riders, and restaurant partners affected by fraud or abuse incidents.
• Use advanced proficiency in spreadsheets and reporting tools (e.g., Excel, Google Sheets) to extract, analyze, and visualize data from multiple sources to inform quality and risk decisions.
• Independently manage priorities in a fast-paced environment while maintaining attention to detail, operational root causes, and compliance standards.
• Communicate effectively in English, both written and verbal, to influence performance outcomes and align cross-functional teams on fraud prevention priorities.
• Engage in a hybrid working pattern based at Deliveroo’s London HQ — The River Building — with collaboration across global teams as part of the DoorDash and Wolt ecosystem.
• Contribute to a culture of inclusion and fairness by supporting equitable processes and helping shape best practices in trust and safety operations.
• Take ownership of operational quality benchmarks and help define the future direction of fraud prevention teams through proactive analysis and recommendations.
• Develop deep expertise in operational risk, data analysis, and fraud-prevention strategies through exposure to cross-market and cross-functional initiatives.

🎯 Requirements

• Demonstrated experience in fraud prevention, quality assurance, trust and safety, risk operations, or a closely related auditing function.
• Advanced proficiency with spreadsheets and reporting tools (e.g., Excel, Google Sheets) to extract insights from multiple data sources.
• Proven ability to deliver constructive feedback and influence positive performance outcomes across operational teams.
• Strong analytical and problem-solving skills with a sharp eye for detail, trends, and operational root causes.
• Excellent written and verbal communication skills in English, with the ability to manage priorities independently in a fast-paced environment.

🏖️ Benefits

• Make a visible impact every day by directly protecting Deliveroo’s ecosystem and improving outcomes for customers, riders, and restaurant partners.
• Grow through ownership by taking responsibility for operational quality benchmarks and helping shape the future of fraud prevention teams.
• Develop deep operational expertise through cross-functional collaboration and exposure to global markets within the DoorDash and Wolt ecosystem.
• Work in a collaborative, values-driven, and inclusive culture that supports diverse working styles and equitable opportunity.

Skills & Technologies

Hybrid

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Deliveroo Holdings plc

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About Deliveroo Holdings plc

Deliveroo operates an online food-delivery marketplace connecting consumers with restaurants and grocery retailers through a logistics network of riders. Founded in 2013 in London, the platform processes orders via mobile and web, manages dispatch, and provides data analytics to partners. Revenue comes from commissions, delivery fees, and subscription memberships. It serves urban markets across Europe, Asia-Pacific, and the Middle East, holding licenses as a technology intermediary and courier service provider.

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