Quality Assurance Manager - Fraud Operations
US-CO-Englewood
Attract-careers1
Req #: 93101
Type: Fulltime-Regular
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Overview: Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market. Responsibilities: We are seeking a results-driven Quality Assurance Manager to lead the Quality Assurance program for Boost Mobile's Fraud Operations team. This role will oversee the QA audit process, ensure consistency in fraud detection outcomes, and support a team of specialists auditing manual reviews for accuracy, compliance, and adherence to fraud SOPs. You'll be a key partner to fraud strategy, offshore operations, and training teams to improve detection effectiveness and reduce false positives. As the first QA Manager in this space, you will build the program infrastructure, manage performance KPIs, and help drive accountability for audit standards. Key Responsibilities: * Lead QA Team: Manage and develop a team of QA specialists auditing manual fraud reviews across various channels (eCommerce, retail, delivery, etc.) * Define QA Frameworks: Build audit templates, scorecards, and documentation protocols to ensure consistency in agent evaluations * Analyze Trends and Gaps: Review audit data to identify performance trends, process gaps, and rule tuning opportunities * Cross-Functional Partnership: Collaborate with fraud analysts, ops leadership, and training teams to ensure audit alignment with evolving SOPs and business needs * Performance Reporting: Develop regular reporting on audit results, team productivity, agent error rates, and SOP compliance * QA Program Strategy: Build long-term roadmap for QA headcount planning, training initiatives, and audit SLA coverage Qualifications: Education and Experience * Bachelor's degree in Business Administration, Criminal Justice, Risk Management, or related field; equivalent work experience considered * 5+ years of experience in fraud operations, quality assurance, or compliance * 2+ years of direct people management experience in a QA or fraud environment * Experience building or scaling a QA team strongly preferred Skills and Qualifications * Leadership: Strong people leadership skills, including coaching, performance feedback, and team development * Operational Expertise: Deep understanding of fraud review operations, QA standards, and audit frameworks * Communication: Excellent verbal and written communication skills; able to clearly present findings to agents and executives * Analytical Mindset: Skilled in identifying trends in QA results and translating insights into operational recommendations * Tool Proficiency: Advanced skills in Excel and Google Sheets; experience with SQL, Tableau, and fraud platforms is a plus * Project Management: Ability to handle multiple projects and meet deadlines in a dynamic fraud environment * Detail-Oriented: Strong focus on quality, accuracy, and process compliance Visa sponsorship not available for this role
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