Junior Quality Assurer, Fraud Prevention

About Uphold

Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.

Uphold integrates with more than 30 trading venues, including centralized and decentralized    exchanges, to deliver superior liquidity and optimal execution. Uphold never loans out customer assets and is always 100% reserved. The company pioneered radical transparency and uniquely publishes its assets and liabilities every 30 seconds on a public website (https://uphold.com/en-us/transparency).

Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.

To learn more about Uphold, please visit https://uphold.com.

Job Summary

The Customer Service Junior Quality Assurer, Fraud Prevention is responsible for evaluating and improving the quality of customer interactions handled by Uphold's Fraud Prevention team. This role ensures that agents consistently deliver accurate, compliant, and customer-centric support while adhering to fraud detection and prevention protocols. By identifying trends, coaching opportunities, and process gaps, the Junior Quality Assurer plays a key role in safeguarding our customers and strengthening Uphold's service excellence standards.

Essential Duties and Responsibilities

Review and evaluate customer service interactions (emails, chats, and voice calls) handled by the Fraud Prevention team across CRM platforms and fraud prevention tools, ensuring adherence to established quality frameworks and compliance standards.

Score agent performance using defined QA rubrics, providing clear, actionable, and constructive feedback to support continuous improvement.

Identify recurring error patterns, knowledge gaps, and procedural inconsistencies, and escalate findings to team leads and training teams.

Monitor adherence to fraud prevention procedures, regulatory requirements, and internal policies during customer interactions.

Collaborate with the Fraud Prevention Management staff to develop and refine QA scorecards, guidelines, and evaluation criteria.

Track and report on individual and team quality metrics, producing regular performance reports for management using our QA platform and other Google Workspace tools (Docs, Sheets).

Partner with the Training team to translate QA findings into targeted coaching sessions and training content.

Participate in calibration sessions to ensure scoring consistency across the QA team.

Contribute to the continuous improvement of fraud-related customer service workflows and standard operating procedures.

Other duties and responsibilities as reasonably required or assigned by the line manager.

Required Qualifications and Skills

Bachelor's degree in a relevant field or equivalent practical experience.

2+ years of experience in a customer service quality assurance role, ideally within a fintech, financial services, or fraud-related environment.

Solid understanding of fraud prevention concepts, customer service best practices, and compliance fundamentals.

Strong analytical skills with the ability to interpret quality data and translate insights into actionable recommendations.

Strong written and verbal communication skills in English, with the ability to deliver feedback clearly and constructively.

High attention to detail and a structured, methodical approach to evaluating interactions.

Team-oriented mindset with a proactive approach to problem-solving and process improvement.

Preferred Qualifications

Experience working in a fraud prevention, trust & safety, or compliance-adjacent customer service environment.

Familiarity with cryptocurrencies or digital assets, as they are core to Uphold's business.

Proficient in Zendesk and Google Workspace (Docs, Sheets, Slides).

Experience designing or refining QA scorecards and evaluation frameworks.

Relevant certifications in quality assurance, customer experience, or fraud prevention.

Fluency in Spanish is a plus.

What We Offer

Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.

Competitive Compensation: Performance bonuses, and comprehensive benefits on top of a competitive salary.

Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.

Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.

Development Opportunities: Access training and mentorship programs.

Flexibility: Enjoy options to work from home, other locations, or adjust your hours.

Inclusive Environment: Value and respect diverse perspectives.

Our Benefits

Annual bonus program based on individual, team and company performance.

Home office stipend for a productive setup.

Generous PTO, healthcare, and employee assistance programs.

Engaging events and celebrations.

Well-stocked office kitchen with a foodie culture.

Join us to grow, innovate, and contribute meaningfully. Be part of our talented team!

Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit.

EEOC Employer

We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.