Quality Assurance Specialist, Risk Operations
Riga, LatviaFull-TimeMid-levelOperations
Skills
The Role
- The Risk Operations QA Specialist is the guardian of investigative integrity. You are responsible for ensuring that all Risk Operations decisions - whether to onboard, block, or offboard a merchant - are made with clinical accuracy and in full alignment with GoCardless policies and regulatory requirements. You don't just find mistakes; you find the "why" behind them to prevent future errors.
What excites you
- Quality Auditing & Calibration
- Perform regular, systematic reviews of closed investigations across Risk Operations to ensure adherence to Quality Assurance Frameworks.
- Score investigations based on a defined rubric: data accuracy, reasoning logic, tone of correspondence, and regulatory compliance (AML/KYC).
- Facilitate "Calibration Sessions" where investigators discuss specific cases to ensure the entire team interprets policies in the same way.
- Feedback & Performance Coaching
- Deliver constructive, evidence-based feedback to investigators on identified errors.
- Identify individual and team-wide training gaps and collaborate with Seniors and/or Team Leads to develop targeted coaching plans.
- Monitor "Review Rebuttal" processes, acting as a fair arbiter when an investigator disagrees with a QA finding.
- Root Cause Analysis & Process Improvement
- Analyze QA data to identify recurring "pain points" in the investigative workflow.
- Partner with the Product and Risk Policy teams to suggest improvements to SOPs or risk-scoring logic that may be causing "false positives" or investigator confusion.
- Maintain the Quality Dashboard, reporting weekly/monthly accuracy trends to Operations and Strategy Leadership.
- Compliance & Regulatory Alignment
- Ensure all investigations meet the standards required by banking partners and financial regulators.
- Assist in "Audit Readiness" by preparing sample sets for external auditors or internal compliance reviews.
What excites us
- The "Detail" Mindset: You enjoy finding the needle in the haystack and have a high bar for excellence.
- Objective Reasoning: You can separate personal opinion from policy-based requirements.
- Pedagogical Skill: You have a natural ability to explain complex concepts and help others improve without being demoralizing.
- Data Fluency: You are comfortable using Sheets or BI tools (like Looker) to visualize error rates and trends.
- You know how to balance risk, customer experience and operational efficiency
- You have a strong technical understanding of financial crime, and an excellent ability to break complex problems down and communicate them to stakeholders
- You are solution-oriented and don’t shy away from challenging the status quo by bringing viable, alternative solutions to the table
The Good Stuff!
- Wellbeing: Dedicated support and medical cover to keep you healthy.
- Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
- Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
- Equity: All permanently employed GeeCees get equity to share in our success.
- Parental leave: Tailored leave to support your life's great adventure.
- Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.
We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand
- 45% identify as women
- 23% identify as Black, Asian, Mixed, or Other
- 10% identify as LGBTQIA+
- 9% identify as neurodiverse
- 2% identify as disabled
