[Hiring] Quality Analyst @MoonPay

Role Description

We’re looking for a Quality Analyst to join our Trust & Safety Operations team, focusing on quality assurance across Fraud Operations and Disputes / Chargebacks workflows. In this role, you will be responsible for reviewing and auditing the work of analysts, ensuring decisions are accurate, consistent, and aligned with internal policies and external regulations (Visa, Mastercard, etc.). You will play a critical role in identifying quality gaps, improving decision-making frameworks, and driving operational excellence, directly impacting fraud loss, chargeback performance, and customer experience.

What You Will Do

• Perform quality reviews of manual fraud decisions and chargeback / dispute handling to ensure accuracy and consistency.
• Audit analyst decisions against internal policies, risk frameworks, and card network rules (Visa, Mastercard, PayPal, etc.).
• Identify trends in errors, inconsistencies, and edge cases across workflows.
• Produce QA reports and insights to highlight performance gaps and improvement opportunities.
• Partner with Fraud Investigations, CX, and Payments teams to drive process improvements.
• Support calibration sessions and contribute to defining QA standards, playbooks, and scoring frameworks.

Qualifications

• 1+ years experience in a Quality Analyst role within fraud or chargebacks/ disputes operations.
• 3+ years experience in fraud operations or chargebacks/ disputes in fintech, payments, or high-risk environments.
• Strong understanding of fraud risk signals, transaction analysis, and decision-making frameworks.
• Solid knowledge of chargeback lifecycle, reason codes (Visa / Mastercard), and dispute handling principles.
• High attention to detail with the ability to identify inconsistencies and edge cases.
• Strong analytical mindset with experience interpreting data and identifying trends.
• Ability to provide structured feedback and drive improvements in operational processes.
• Experience working across both fraud and disputes workflows.
• Experience working in crypto or strong personal interest in the space.

Nice-to-have experience

• Exposure to fraud tooling, rule tuning, or decision engines.
• Experience working with Unit21 case management solution.

Benefits

• Competitive salary package.
• Equity package: All employees have ownership at MoonPay.
• Pay for performance equity bonus: Those who drive outsized outcomes receive outsized rewards.
• Moonshot award: Exceptional impact recognition with a $250,000 equity grant for 10 employees twice a year.
• Unlimited holidays: Autonomy to choose when to work and when to switch off.
• Hybrid working schedule: Work fully remotely or at your nearest Moonbase.
• Private Healthcare benefits: To protect you and your loved ones.
• Enhanced parental leave: Spend more time with your loved ones.
• Annual training budget: Support for your training journey.
• Home office setup allowance: Create your ideal home office.
• Remote working allowance: Extra for utilities for fully remote workers.
• Monthly budget for products and zero fee crypto transactions.
• Employee referral programme: Refer great people and receive 10K in USDC.
• Regular remote company offsites: Meet colleagues for high impact in-person sessions.
• Working in a disruptive and fast-growing company where excellence is rewarded.

Commitment To Diversity

At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer.