Quality Assurance Specialist

This is a fully remote position, open to applicants in Belize.

📋 Description

• Evaluate buyer refund requests by cross-referencing listing details, images, communications, pickup reports, policies, and other evidence.

• Detect discrepancies, inconsistencies, and unsupported claims; facilitate the collection of additional evidence.

• Authorize, reject, or escalate refund requests; process approved refunds and apply the appropriate internal or seller-funded resolutions.

• Relay refund decisions and their rationale to internal teams.

• Identify recurring refund trends and maintain thorough records of decisions, evidence, and outcomes.

• Review flagged initial purchases and other high-risk transactions.

• Analyze account, payment, bidding, purchase, and behavioral data.

• Decide if activities can continue, need verification, or should be restricted or escalated.

• Investigate suspicious bidding and marketplace conduct reports or system alerts.

• Review account connections, bidding patterns, payment details, refund behaviors, auction participation, and related information.

• Ascertain whether activities require monitoring, education, restrictions, suspension, or leadership oversight.

• Collaborate with Support, Finance, Sales, Customer Success, and Operations leadership.

• Examine auction catalogs pre-launch for prohibited items and marketplace risks.

• Work with Seller Support, partners, and internal teams to rectify catalog issues.

• Enhance catalog standards, review criteria, and preventive quality controls.

• Identify fraud and chargeback risks, compile evidence, and assist with internal reviews or chargeback responses.

• Coordinate with Finance and Support to gather relevant account, payment, communication, and pickup data.

• Promptly escalate significant financial or marketplace risks.

• Partner with Buyer Support, Seller Support, Finance, Sales, Customer Success, Product, and Operations leadership.

• Offer evidence-based recommendations and clearly articulate policy applications.

• Escalate complex or high-impact issues with context, evidence, and suggested next steps.

• Propose enhancements to refund processes, catalog review, fraud controls, escalation protocols, and documentation.

• Engage in audits and targeted reviews of buyers, sellers, partners, auctions, and internal processes.

⛳️ Requirements

• Over 3 years of experience in quality assurance, fraud prevention, dispute resolution, refunds, risk operations, marketplace operations, investigations, or a similar field.

• Strong critical thinking and analytical abilities.

• Good judgment when dealing with incomplete, conflicting, or emotionally charged information.

• Capability to evaluate evidence objectively and distinguish facts from assumptions.

• Excellent written communication and documentation skills.

• Confidence to make and articulate decisions based on policy and available evidence.

• High attention to detail.

• Curiosity and determination in investigating unfamiliar or complex topics.

• Ability to identify patterns across accounts, transactions, auctions, and customer behavior.

• Strong organizational skills and case-management practices.

• Ability to prioritize effectively and manage time-sensitive reviews.

• Comfort in collaborating with various departments and respectfully challenging conclusions.

• Discretion when dealing with confidential, sensitive, or potentially fraudulent activities.

• Capacity to remain calm and objective when decisions may face disputes.

• A degree in a technical, analytical, or STEM-related field is highly preferred, including Engineering, Computer Science, Mathematics, Statistics, Information Systems, Business Analytics, Economics, Operations, or a related discipline.

• Candidates without a traditional STEM degree may be considered if they can demonstrate strong analytical capabilities, technical skills, structured problem-solving, and experience in understanding complex systems.

• 4+ years of experience in customer support, quality assurance, fraud or risk operations, dispute resolution, investigations, marketplace operations, or other roles involving information review and decisions impacting customers.

• Experience in reviewing refund, fraud, payment, chargeback, or account-risk cases.

• Familiarity with ticketing, CRM, payment-processing, or case-management systems.

• Experience in interpreting and applying customer-facing policies.

• Experience in reviewing product listings, catalogs, claims, or marketplace content.

• Experience in conducting audits or investigations based on patterns.

• Familiarity with payment disputes, account verification, or transaction-risk indicators.

• Proven track record of identifying process gaps and recommending practical enhancements.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.