Manager, Fraud Quality Assurance

SoFi • Cottonwood Heights, UT

1d

About The Position

The Role: We are seeking a highly analytical and process-driven Manager of Fraud Quality Assurance to lead the team responsible for ensuring the accuracy and effectiveness of our fraud detection and investigation processes. This critical role is responsible for driving operational excellence, mitigating risk, and leading transformative QA enhancements that directly impact key performance indicators (KPIs) across the entire fraud and risk ecosystem. What You’ll Do: Define, standardize, and maintain the Quality Assurance framework and scorecards for both Omni and Investigations business units. Manage a team and oversee day-to-day operations, including workload allocation, sample integrity, and timely QA completion, ensuring team performance meets established SLAs. Cultivate a high-accountability culture that prioritizes accuracy, continuous improvement, and robust feedback loops with the operational teams. Drive transformation projects aimed at improving QA methodology, increasing operational efficiency, and enhancing fraud processes. Partner with senior leadership to define, monitor, and directly impact department KPIs (e.g., False Positive Rate, Fraud Loss Rate, Restriction Accuracy) through strategic QA initiatives. Serve as the point of resolution for highly escalated QA disputes, policy interpretation issues, and operational failures. Act as the primary liaison with Business Unit leaders to understand their specific risk concerns and tailor QA strategies to better support their business objectives. Prepare and present detailed QA performance summaries, risk mitigation proposals, and project updates to senior management on a regular basis. Collaborate with Policy and Procedure teams to ensure QA scorecards accurately reflect the current internal policies and relevant regulatory requirements.

Requirements

• 5+ years experience in Fraud Operations or Risk Management
• 2+ years of people management experience or in a leadership role
• Deep understanding of common fraud typologies (e.g., account takeover, deposit fraud, synthetic identity) and investigation methodologies
• Ability to react to change quickly and implement new processes & procedures
• Strong understanding of SoFi products along with compliance, operational, and risk mitigation
• Ability to multi-task and manage competing priorities
• Must be detail-oriented with an ability to work in a fast-paced environment
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint)

Responsibilities

• Define, standardize, and maintain the Quality Assurance framework and scorecards for both Omni and Investigations business units.
• Manage a team and oversee day-to-day operations, including workload allocation, sample integrity, and timely QA completion, ensuring team performance meets established SLAs.
• Cultivate a high-accountability culture that prioritizes accuracy, continuous improvement, and robust feedback loops with the operational teams.
• Drive transformation projects aimed at improving QA methodology, increasing operational efficiency, and enhancing fraud processes.
• Partner with senior leadership to define, monitor, and directly impact department KPIs (e.g., False Positive Rate, Fraud Loss Rate, Restriction Accuracy) through strategic QA initiatives.
• Serve as the point of resolution for highly escalated QA disputes, policy interpretation issues, and operational failures.
• Act as the primary liaison with Business Unit leaders to understand their specific risk concerns and tailor QA strategies to better support their business objectives.
• Prepare and present detailed QA performance summaries, risk mitigation proposals, and project updates to senior management on a regular basis.
• Collaborate with Policy and Procedure teams to ensure QA scorecards accurately reflect the current internal policies and relevant regulatory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees