This is a hybrid role. At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices have reopened in accordance with local guidelines, and are following a hybrid model. In-office days will be determined by location and discipline.

ABOUT THE ROLE:

As a Fraud Risk Quality Assurance Analyst, you play a critical function in ensuring that our Risk Operations align with business goals. The primary focus is on identifying common fraud and risk issues, improving the customer experience, and ensuring procedure compliance. You will achieve this by meticulously monitoring the effectiveness and quality of alert reviews and cases. This involves identifying areas of improvement across Risk Operations.

WHAT YOU'LL DO:

• QA Evaluations: Conducts team audits/evaluations to ensure processes and procedures are properly followed. Follows strict deadlines for daily, weekly, and monthly audit due dates. Must meet audit quota. Assist operations in tracking, documenting, and reporting quality assurance scores
• Coaching Sessions: Offer feedback via verbal & written communication by conducting Coaching Sessions with Agents.
• Lead internal and QA team calibrations to identify opportunities for improvement.
• Develop and execute executive updates and reporting on QA results
• Identify and raise potential gaps in our processes, training materials, content and recommend improvements while ensuring a consistent and optimal level of quality for all deliverables.
• Leverage QA process knowledge to lead in documenting and refining procedures and processes while developing and implementing coaching strategies for continuous improvement.
• Uphold the integrity and consistency of quality standards.
• Perform other job related duties as assigned.

WHAT WE LOOK FOR:

• 2+ years of relevant experience in quality assurance, control or monitoring
• Excellent written and verbal communication skills
• Flexible, Proactive and able to multitask
• Ability to work in a fast-paced environment and adapt to projects and deadlines
• US Banking and financial experience