Fraud Quality Assurance Specialist

Job Description

Job Description

The Trust team works to build confidence in our marketplace and keep bad actors out - across consumers, riders, and partners. Within this, the Operations Excellence team drives accuracy, consistency, and continuous improvement in fraud and abuse prevention.

As a Fraud & Abuse QA Specialist, you’ll focus on reviewing investigator decisions, making sure they’re accurate, fair, and aligned to policy. By ensuring investigators follow the review process, you’ll help us protect the business from abuse while maintaining fairness for customers and riders. You’ll provide clear feedback to help investigators grow, and share insights that shape how we improve our processes, tools, and policies.

This is a hands-on role where you’ll be directly contributing to Deliveroo’s mission to build trust and keep bad actors out of our marketplace.

What you’ll be doing

• Auditing investigator cases to ensure decisions are accurate, consistent, and follow the defined review process and review logic.

• Checking process adherence — confirming investigators applied the correct steps, used the right evidence, and aligned outcomes with policy guidance.

• Providing clear, constructive feedback to investigators and team leads to support development.

• Participating in calibration sessions to ensure consistent policy application across the team.

• Identifying systemic issues, policy gaps, or loopholes and raising them to Policy, Ops, and Product stakeholders.

• Escalating unclear or ambiguous policy areas to Policy and Ops Excellence to ensure investigators receive the right guidance.

• Supporting Ops Excellence projects, including review guide creation, training resources, and tooling pilots.

• Tracking and reporting QA accuracy metrics and spotting trends that impact customer and business outcomes.

• Sharing insights and recommendations in bi-weekly QA check-ins.

• Collaborating with investigators, managers, and cross-functional partners to close feedback loops.

• Staying up to date with process updates and evolving fraud patterns, adapting audits accordingly.

• Contributing to a continuous improvement culture by suggesting enhancements to the review process, QA methods, and tools.

Requirements

• Minimum 1 year’s experience in fraud prevention, audit, QA, or trust/risk operations.

• Strong attention to detail and commitment to accuracy.

• Skilled in providing clear, constructive feedback in writing and verbally.

• Comfortable working independently, while contributing to team and sub-department goals.

• Demonstrates a strong commitment to thoroughness and precision

• Outstanding communication skills in English

• Strong computer skills and analytical ability (i.e. collating data from multiple sources including data dashboards, to decide an outcome)

• Proficiency in document and spreadsheet use (Google or Microsoft)

• A curiosity to learn and develop in the fraud and abuse domain.
  

Why Deliveroo?

We're building the definitive online food company, transforming the way the world eats by making hyper-local food more convenient and accessible. We obsess about building the future of food, whilst using our network as a force for good. We're at the forefront of an industry, powered by our market-leading technology and unrivalled network to bring incredible convenience and selection to our customers.

Working at Deliveroo is the perfect environment to build a definitive career, motivated by impact. Firstly, the impact that working here will have on your development, allowing you to grow faster than you might elsewhere; secondly, the impact that you can have on Deliveroo, leaving your mark as we scale; and finally, being part of something bigger, through the impact that we make together in our marketplace and communities.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing enterprises in an incredibly exciting space.