Top Operations Jobs

Contract Workforce Management analyst responsible for administering and optimizing Assembled, producing volume and staffing forecasts, building and refining agent schedules across channels, and monitoring/improving SLA performance both in real time and historically. Works independently with operations leadership to align schedules to demand and drive SLA improvements.

Lead and expand the QA program for disputes and broader Risk Operations, govern BPO QA, run calibrations, maintain scorecards, analyze QA findings for trends and compliance (Reg E/Reg Z/CFPB), produce performance reporting, support audits, and partner with Operations, Compliance, and L&D to drive corrective actions and training.

Lead development and governance of disputes training for internal and BPO teams. Design curriculum aligned to Reg E/Reg Z/CFPB, use QA data to prioritize content, manage onboarding and readiness standards, track learning effectiveness, and partner with Compliance, QA, and Ops to ensure audit-ready, consistent training across Risk Operations.

Handle the full lifecycle of cardholder dispute cases: intake, assessment, documentation, customer communication, evidence gathering, rebuttals, coordination with merchants/networks, and financial recovery while ensuring compliance with Regulation E, network rules, and internal SLAs. Identify trends and support risk initiatives to reduce losses and improve processes.