QA Lead, Risk Operations

QA LEAD, RISK OPERATIONS ABOUT CURRENT Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members. We provide access to financial solutions that seamlessly work together to solve the needs of our members and enable all Americans to build better financial futures. Based in NYC, our results-driven environment drives us to build better products, grow faster and empower everyone on our team to have an impact on our business and mission to improve financial outcomes. ABOUT THE ROLE We’re looking for a QA Lead, Risk Operations to join our growing Risk Operations team in New York. In this role, you’ll execute and enhance the quality assurance program that evaluates how accurately and consistently our Risk Operations team delivers outcomes for members, with disputes as the primary focus and organizational responsibility for QA coverage across the broader Risk Operations function. You will govern the QA program with our BPO partners, setting standards, reviewing their QA output, and running calibration sessions to validate scoring alignment, while also directly evaluating internal team member performance. You will surface trends, document findings, and bring clear data to Operations, Compliance, and Learning & Development so the right people can act on it. This role is ideal for someone with direct QA experience in a disputes, fraud, or risk environment in consumer fintech or financial services, who is fluent in Reg E, Reg Z, and CFPB requirements at the agent decision level and is comfortable building toward a QA program that expands in scope as the Risk Operations team grows. RESPONSIBILITIES Disputes QA and BPO Governance Execute and continuously enhance the QA framework for disputes operations, including refining the existing scorecard, sampling methodology, and calibration cadence to ensure performance benchmarks reflect current Reg E, Reg Z, and CFPB standards Conduct structured reviews of agent-handled dispute cases across both BPO and internal teams, evaluating decision accuracy, procedural adherence, and regulatory compliance Serve as Current’s QA governance owner for outsourced disputes operations; conduct QA of QA reviews, lead calibration sessions with BPO QA leads, and hold partners accountable to performance benchmarks Identify scoring discrepancies and calibration drift in the BPO’s QA process; track corrective action commitments and escalate unresolved issues to Operations leadership Maintain and update QA scorecards as product, policy, or regulatory requirements evolve, ensuring scoring criteria remain current and consistently applied across all reviewers Insights, Reporting and Risk Operations Coverage Analyze QA findings to identify error trends and knowledge gaps; document observations clearly and bring prioritized, data-supported findings to Operations, Compliance, and Risk leadership for action Prepare regular QA performance reporting, including accuracy rates, error trends, and compliance adherence, with Disputes Operations and Risk leadership; partner with the L&D Lead to ensure findings inform training content and coaching priorities Support audits and regulatory reviews by maintaining well-documented QA records and serving as the subject matter expert on QA methodology and outcomes across Risk Operations Own QA coverage for Risk Operations beyond disputes; assess what exists today across non-disputes risk functions, identify gaps, and build toward a consistent QA framework that can scale as those areas mature ABOUT YOU 4+ years of experience in quality assurance, operations quality, or risk operations, with direct QA experience in a disputes, fraud, or financial risk environment Deep familiarity with consumer financial regulations as they apply to disputes, including Reg E, Reg Z, and CFPB guidelines, and how those requirements translate to agent-level decision standards Proven experience governing QA programs for BPO or outsourced operat…