Lead QA reviews and provide assurance over the quality of our CSO organization work output, as well as QA our outsource providers.
Execute and consistently evaluate the CSO Quality Assurance program to support our Call Center, Risk Ops and Production Support teams.
Be responsible for the implementation of corrective action plans with first and second lines of defense and present updates to the findings to the Internal/External Audit Management teams.
Lead a customer-facing QA program for Marqeta delegated features.
Support the Leadership team in the execution of a quality program that will assess the customer experience, and review front-line team member performance highlights & opportunities in a multi-channel environment.
Analyse data to identify process gaps and opportunities, and partner with the Senior Director, Operations Leaders, and Training Manager to recommend mitigating activities to improve the customer experience, and team performance and close process gaps.
Execute established controls in collaboration with our Compliance/Legal Team and third-party partners.
Report teams’ performance and track all areas of improvement needed by each team and/or team members.
Maintain departmental KPIs to monitor staff performance and communicate QA results to senior management.
Hire and manage a team of experienced Quality Assurance Analysts. Mentor, motivate, and support to drive success, providing input and assistance to the Learning & Development team for training purposes.
Work closely with our internal and external financial and security auditors to ensure all policies are being followed.
Manage, and monitor parts of the evolution of policies and procedures, training, and compliance.
7+ years’ experience in Risk operations management, with demonstrated leadership progression and experience. Experience supporting risk and/or compliance-related activities in a financial services operating environment.
Experience working on internal or regulatory remediation efforts related to electronic payments and digital banking.
Experience working in the payments industry and familiarity with card programs, money movement and digital banking.
Experience working directly with or supporting Risk Ops teams within payments/banking or working directly with regulators in the US and either Canada, Asia Pacific UK/EU, and in particular customer regulators and banking regulators.
Strong understanding of the payment’s ecosystem and experience with Payments Acquiring or Issuing and at least some of the following: Fraud Monitoring, Chargebacks/Disputes, KYC and Call Center Support, experience working with Payment Networks such as Visa/Mastercard/Pulse/Discover, Alternate Payment Methods and ACH.
Knowledge of international payments industry practices and local payment schemes.
Great organizational skills and project management experience and proven ability to prioritize, manage, and deliver multiple, complex projects on time.
Ability to work independently as well as collaboratively.
Proven ability to influence cross-functional teams.
Jesteśmy Devire – firmą rekrutacyjną, której celem jest łączenie świetnych ludzi ze świetnymi pracodawcami.
Niezależnie czy rozglądasz się za nową pracą na stałe czy projektem w formie współpracy B2B – możesz polegać na naszym wsparciu na każdym kroku.
Współpracujemy z pracodawcami z terenu całej Polski i realizujemy rekrutacje we wszystkich kluczowych obszarach technologicznych.