Quality Assurance Specialist, Risk Operations

<div class="content-intro"><h3><strong>About Us at GoCardless</strong></h3> <p>GoCardless is a <strong>global bank payment</strong> company. Over <strong>100,000 businesses</strong>, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. </p> <p>GoCardless processes <strong>US$130bn+</strong> of payments annually, across <strong>30+ countries</strong>; helping customers collect and send both <strong>recurring</strong> and <strong>one-off payments</strong>, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over <strong>2,500 banks</strong>, we help our customers make faster, more informed decisions.</p> <p>We are headquartered in the<strong> UK</strong> with offices in <strong>London</strong> and <strong>Leeds</strong>, and additional locations in <strong>Australia, France, Ireland, Latvia, Portugal</strong> and the <strong>United States.</strong></p> <p>At GoCardless, we're all about <strong>supporting you</strong>! We’re committed to making our hiring process <strong>inclusive</strong> and <strong>accessible</strong>. If you need extra support or adjustments, reach out to your <strong>Talent Partner</strong> — we’re here to help! </p> <p>And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, <strong>we encourage you to apply!</strong></p></div><h3>The Role</h3> <p>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.</p> <h3>What excites you</h3> <p>Quality Auditing Calibration</p> <ul> <li>Perform regular, systematic reviews of closed investigations across Risk Operations to ensure adherence to Quality Assurance Frameworks. </li> <li>Score investigations based on a defined rubric: data accuracy, reasoning logic, tone of correspondence, and regulatory compliance (AML/KYC).</li> <li>Facilitate "Calibration Sessions" where investigators discuss specific cases to ensure the entire team interprets policies in the same way.</li> </ul> <p>Feedback Performance Coaching</p> <ul> <li>Deliver constructive, evidence-based feedback to investigators on identified errors.</li> <li>Identify individual and team-wide training gaps and collaborate with Seniors and/or Team Leads to develop targeted coaching plans.</li> <li>Monitor "Review Rebuttal" processes, acting as a fair arbiter when an investigator disagrees with a QA finding.</li> </ul> <p>Root Cause Analysis Process Improvement</p> <ul> <li>Analyze QA data to identify recurring "pain points" in the investigative workflow.</li> <li>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.</li> <li>Maintain the Quality Dashboard, reporting weekly/monthly accuracy trends to Operations and Strategy Leadership.</li> </ul> <p>Compliance Regulatory Alignment</p> <ul> <li>Ensure all investigations meet the standards required by banking partners and financial regulators.</li> <li>Assist in "Audit Readiness" by preparing sample sets for external auditors or internal compliance reviews.</li> </ul> <h3>What excites us</h3> <ul> <li>The "Detail" Mindset: You enjoy finding the needle in the haystack and have a high bar for excellence.</li> <li>Objective Reasoning: You can separate personal opinion from policy-based requirements.</li> <li>Pedagogical Skill: You have a natural ability to explain complex concepts and help others improve without being demoralizing.</li> <li>Data Fluency: You are comfortable using Sheets or BI tools ... (truncated, view full listing at source)