• Quality Assurance Lead - Credit Card Disputes

    Insight Global (Draper, UT)


    Job Description

    Insight Global is seeking a Quality Assurance Lead to join our client's Disputes Operations team. Our client is a large, global bank overseeing a tech-forward consumer credit card with over 3 million users.

     

    The QA lead with audit and review cases under investigation by the Disputes Agents. You will ensure quality standards and that guidelines are being met in accordance to Regulation Z and Mastercard chargeback guidelines. You will also ensure our Disputes Agents are meeting SLA contract requirements.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

     

    Skills and Requirements

     

    - 6+ months of experience in a Quality Assurance role for a credit card disputes operations team, responsible for ensuring agents are meeting required standards

     

    - Knowledge of Mastercard chargeback network guidelines highly preferred, knowledge of Visa, Disocover, or AMEX guideliens proficient

     

    - Knowledge of Regulation Z guidelines under the Truth in Lending Act - Experience managing disputes within digital wallet products, knowledgeable in PAN and DPAN codes

     

    - Strong knowledge of Mastercard chargeback codes and procedures