MoonPay is hiring a

Web3 Quality Analyst, Trust & Safety Ops (Bangalore)

We’re looking for a Quality Analyst to join our Trust & Safety Operations team, focusing on quality assurance across Fraud Operations and Disputes / Chargebacks workflows.

In this role, you will be responsible for reviewing and auditing the work of analysts, ensuring decisions are accurate, consistent, and aligned with internal policies and external regulations (Visa, Mastercard, etc.).

You will play a critical role in identifying quality gaps, improving decision-making frameworks, and driving operational excellence, directly impacting fraud loss, chargeback performance, and customer experience.

This is a great opportunity for someone who has strong experience in fraud operations or disputes and is looking to move into a quality, audit, or process improvement-focused role, with high visibility and impact across the Trust & Safety function.

• Perform quality reviews of manual fraud decisions and chargeback / dispute handling to ensure accuracy and consistency

• Audit analyst decisions against internal policies, risk frameworks, and card network rules (Visa, Mastercard, PayPal, etc.)

• Identify trends in errors, inconsistencies, and edge cases across workflows

• Produce QA reports and insights to highlight performance gaps and improvement opportunities

• Partner with Fraud Investigations, CX, and Payments teams to drive process improvements

• Support calibration sessions and contribute to defining QA standards, playbooks, and scoring frameworks

Must-have experience and skills

• 1+ years experience in a Quality Analyst role within fraud or chargebacks/ disputes operations

• 3+ years experience in fraud operations or chargebacks/ disputes in fintech, payments, or high-risk environments

• Strong understanding of fraud risk signals, transaction analysis, and decision-making frameworks

• Solid knowledge of chargeback lifecycle, reason codes (Visa / Mastercard), and dispute handling principles

• High attention to detail with the ability to identify inconsistencies and edge cases

• Strong analytical mindset with experience interpreting data and identifying trends

• Ability to provide structured feedback and drive improvements in operational processes

• Experience working across both fraud and disputes workflows

• Experience working in crypto or strong personal interest in the space

Nice-to-have experience

• Exposure to fraud tooling, rule tuning, or decision engines

• Experience working with Unit21 case management solution