Quality Assurance Specialist, Risk Operations

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, 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 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The Role

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.

What excites you

Quality Auditing & Calibration

• Perform regular, systematic reviews of closed investigations across Risk Operations to ensure adherence to Quality Assurance Frameworks.

• Score investigations based on a defined rubric: data accuracy, reasoning logic, tone of correspondence, and regulatory compliance (AML/KYC).

• Facilitate "Calibration Sessions" where investigators discuss specific cases to ensure the entire team interprets policies in the same way.

Feedback & Performance Coaching

• Deliver constructive, evidence-based feedback to investigators on identified errors.

• Identify individual and team-wide training gaps and collaborate with Seniors and/or Team Leads to develop targeted coaching plans.

• Monitor "Review Rebuttal" processes, acting as a fair arbiter when an investigator disagrees with a QA finding.

Root Cause Analysis & Process Improvement

• Analyze QA data to identify recurring "pain points" in the investigative workflow.

• 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.

• Maintain the Quality Dashboard, reporting weekly/monthly accuracy trends to Operations and Strategy Leadership.

Compliance & Regulatory Alignment

• Ensure all investigations meet the standards required by banking partners and financial regulators.

• Assist in "Audit Readiness" by preparing sample sets for external auditors or internal compliance reviews.

What excites us

• The "Detail" Mindset: You enjoy finding the needle in the haystack and have a high bar for excellence.

• Objective Reasoning: You can separate personal opinion from policy-based requirements.

• Pedagogical Skill: You have a natural ability to explain complex concepts and help others improve without being demoralizing.

• Data Fluency: You are comfortable using Sheets or BI tools (like Looker) to visualize error rates and trends.

• You know how to balance risk, customer experience and operational efficiency

• You have a strong technical understanding of financial crime, and an excellent ability to break complex problems down and communicate them to stakeholders

• You are solution-oriented and don’t shy away from challenging the status quo by bringing viable, alternative solutions to the table

Base salary range: €3,000 - €4,500 (gross).

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (€3,000 - €3,750) of the pay range until performance can be assessed in the role. Offers will take into account the level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.

• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.

• Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.

• Equity: All permanently employed GeeCees get equity to share in our success.

• Parental leave: Tailored leave to support your life's great adventure.

• Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 45% identify as women

• 23% identify as Black, Asian, Mixed, or Other

• 10% identify as LGBTQIA+

• 9% identify as neurodiverse

• 2% identify as disabled

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here.

Find out more about Life at GoCardless via X, Instagram and LinkedIn.