QA Analyst (Contractor)

Imprint Technologies Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Audit fraud operations cases by reviewing manual fraud reviews, transaction holds, customer authentication events, and account actions against documented Standard Operating Procedures (SOPs), regulatory expectations, and the company’s risk appetite, scoring each case for decision accuracy, documentation quality, and timeliness.
• Audit dispute cases by evaluating chargeback handling, provisional credit decisions, Regulation E and Regulation Z workflows, customer communications, and resolution timelines for compliance and accuracy.
• Own and maintain the QA methodology, including scoring rubrics, sampling plans (random and risk-weighted), and calibration standards, ensuring all processes are documented, defensible, and audit-ready.
• Produce weekly and monthly QA reports that identify agent-level performance trends, recurring failure modes, and systemic process gaps, translating case-level data into actionable themes for leadership.
• Partner with operations team leads and managers to develop coaching plans, update SOPs, design training content, and recommend system or tooling fixes based on audit findings.
• Track the effectiveness of corrective actions by re-auditing cases after changes are implemented to confirm impact and closure of identified gaps.
• Conduct regular calibration sessions with operations leads and QA reviewers to ensure scoring consistency, alignment with leadership expectations, and reduction of subjectivity across evaluations.
• Escalate systemic issues such as control gaps, vendor failures, policy ambiguities, or product defects to Risk, Compliance, and Product teams with clear evidence and structured findings to drive remediation.
• Establish a documented, production-ready QA methodology for both fraud operations and disputes within the first six months, including defined scoring criteria and sampling protocols.
• Implement a weekly QA reporting cadence with operations leadership, ensuring agent-level scorecards are live, reviewed, and used for performance management.
• Identify at least three recurring failure themes with assigned corrective action plans owned by operations leads and verify their impact through follow-up audits.
• Maintain monthly calibration sessions across all QA reviewers and team leads to standardize scoring and maintain consistency in evaluation standards.
• Communicate findings with clarity and precision in written reports and scoring notes, ensuring agents and managers can directly act on feedback without ambiguity.
• Apply high judgment in gray-area decisions, defending scoring outcomes with reasoned analysis rather than rigid policy application, recognizing the nuanced nature of fraud and dispute cases.
• Contribute to reducing fraud losses, improving dispute resolution outcomes, lowering regulatory exposure, and protecting the customer experience through data-driven audit insights.

🎯 Requirements

• 2–4 years in QA, audit, compliance, or operations at a fintech, bank, card issuer, payments company, or similarly regulated environment.
• Hands-on experience with fraud operations workflows (transaction review, account actions, customer authentication) and/or dispute workflows (chargebacks, Reg Z); strong candidates have exposure to both.
• Working knowledge of Regulation Z (billing disputes, provisional credit); able to articulate key timelines and obligations without reference.
• Demonstrated ability to read a policy, review a case, and clearly identify gaps with written reasoning to support scoring.
• Strong written communication skills; ability to produce reports that lead with findings, not methodology, and write clear, actionable scoring notes.
• High judgment in gray areas; capable of defending scoring decisions with reasoning rather than rigidity.

🏖️ Benefits

• Opportunity to work with leading brands including Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Brooks Brothers on innovative co-branded credit programs.
• Support from backed by Kleiner Perkins, Thrive Capital, and Khosla Ventures — a high-growth fintech environment with significant resources and vision.
• Role directly impacts fraud reduction, regulatory compliance, and customer experience — delivering measurable operational and financial outcomes.
• Exposure to modern payments infrastructure, intelligent underwriting, and seamless UX design in a tech-forward, legacy-disrupting company.

Skills & Technologies

Remote

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Imprint Technologies Inc.

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About Imprint Technologies Inc.

Imprint Technologies Inc. operates a platform that lets brands issue co-branded payment cards and financial products directly to consumers. The company manages card program setup, underwriting, compliance, and ongoing servicing while providing APIs and dashboards for partners to configure rewards, launch cards, and track performance. Focused on embedded finance, Imprint serves consumer brands, marketplaces, and fintechs seeking white-label card solutions without building banking infrastructure.

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