Senior Fraud QA and Enablement Analyst
Summary
Navan is hiring a Senior Fraud QA and Enablement Analyst in Bengaluru to serve as the quality anchor of its 24×7 fraud operations team: auditing analyst transaction decisions, running calibration and coaching, owning SOPs and training, and turning QA insights into process improvements, using AI to scale manual audit workflows.
You will serve as the quality anchor and "connective tissue" of our fraud team. You won't just be clearing alerts; you will drive high decision standards across the entire function. Your mission is to establish and maintain robust QA frameworks, ensure every analyst makes high-quality, compliant decisions, and turn audit insights into actionable training, SOP updates, and process improvements
What You’ll Do
- Quality Assurance & Auditing (Primary Focus): Perform regular, comprehensive audits of analyst transaction decisions, risk scores, and case notes to ensure consistency, accuracy, and strict adherence to compliance standards.
- Root-Cause & Pattern Analysis: Analyze QA audit data to identify recurring decision errors, knowledge gaps, and emerging fraud typologies, transforming findings into actionable team insights.
- Calibration & Coaching: Lead regular quality calibration sessions for the team and provide constructive feedback and targeted coaching to analysts to elevate decision quality.
- Knowledge Architecture & SOPs: Own and maintain the central "Source of Truth" (Knowledge Base) for Standard Operating Procedures (SOPs), updating guidelines based on QA findings and evolving fraud tactics.
- Training & Onboarding: Design and deliver onboarding modules for new hires and ongoing "delta training" to address quality trends and process updates.
- Process Excellence & System Gap Analysis: Monitor team-wide quality metrics and SLAs. Act as a feedback loop between Operations and Product/Engineering to fix system limitations causing manual error or security risks.
- Operational Visibility: Aggregate and report QA scores, error trends, and compliance metrics to provide leadership with clear visibility into operational health.
What We’re Looking For
- At least 5 years of experience in fraud operations, transaction monitoring, payments risk, or trust and safety. This must include hands-on experience developing Quality Assurance (QA) frameworks, sampling strategies, conducting audits, and coaching analysts.
- Proven expertise in evaluating transaction reviews, case documentation, and fraud determinations against established compliance and operational standards.
- Strong background in building or maintaining decision frameworks, QA scorecards, and SOP documentation.
- Hands-on background leveraging artificial intelligence technologies to streamline, enhance, and scale manual quality auditing workflows.
- Comfort reviewing complex transactions and conducting outbound customer verifications when needed.
- Exceptional written and verbal communication skills, with a track record of delivering constructive feedback and leading training sessions.
- High attention to detail and strong analytical skills to translate QA data into operational improvements.
- Ability to work in a high-volume, fast-paced operational environment while maintaining high quality standards.
- Willingness and flexibility to work across three rotating shifts as part of a 24×7 operations team.
- Experience in fintech, travel, payments, or e-commerce environments is strongly preferred.
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
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Skills
As published by greenhouse · 13 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
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- How did you hear about this job?
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- Any offer in hand?
- This role operates on a hybrid work model, requiring you to work from one of our global offices 4 days per week (including 2 Fridays each month). Are you comfortable with this policy, and are you currently located at, or willing to relocate to Bangalore office?
- Have you ever been employed by, applied to, or are you currently employed by Navan or any of its affiliated or group companies (Reed & Mackay)?
- Are you currently eligible to work in the country outlined for this position, and authorized to work for Navan on an ongoing indefinite basis?
- Will you now or in the future require sponsorship by Navan to attain or maintain your employment eligibility?