Sr Team Lead, Chargeback Quality Assurance
Greater LA Area
2 weeks ago
Leading the Quality Assurance department to ensure the team is meeting department objectives, and adhering to SLA timeframes and deliverables.
Assists with tracking operational performance data, reasons for accept reporting, time studies, analyzing progress and communicating status updates to management.
Identifies and recommends process improvements that increase win rate, improve quality, improve efficiency and/or reduce costs or accommodate client, system, and other business changes.
Maintains expert level knowledge of regulations and Association rules that apply to chargeback dispute handling
Participates in new client launches, providing insight and recommendations from a QA perspective,
Approves client specific reference materials and updates (pre-defines and procedures).
Builds training for Chargeback Operations team based on new processes, monitors and evaluates training effectiveness, providing quarterly reporting.
Performs moderate to high complex analysis related to chargeback disputes.
Conducts monthly review meetings with QA department.