Fraud CX & QA Specialist (Copy)
FélixArgentina8 days ago
Full-timeRemote FriendlyFinance, Sales
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About Us
At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot powered by WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.
We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.
Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.
About The Role
We are seeking a dedicated Fraud CX & Quality Specialist to join our Fraud Operations team. In this pivotal role, you will be responsible for enhancing the customer experience related to fraud resolution and ensuring the highest quality of service delivery within our fraud operations. You will drive improvements in processes, policies, and training, acting as a key advocate for our customers and a guardian of our quality standards.
What You’ll Do
At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
Want to learn more about our privacy practices? Check out our Privacy Policy.
At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot powered by WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.
We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.
Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.
About The Role
We are seeking a dedicated Fraud CX & Quality Specialist to join our Fraud Operations team. In this pivotal role, you will be responsible for enhancing the customer experience related to fraud resolution and ensuring the highest quality of service delivery within our fraud operations. You will drive improvements in processes, policies, and training, acting as a key advocate for our customers and a guardian of our quality standards.
What You’ll Do
- Quality Assurance Framework & Implementation:
- Implement and calibrate the first official Quality Scorecard for Fraud Operations, covering 100% of agents.
- Design and maintain the QA framework, including scorecards, monitoring cycles, and calibration sessions.
- Ensure all quality standards are consistent, objective, and aligned with legal/compliance requirements.
- Customer Experience Improvement:
- Reduce the customer 'Friction Score' (related to fraud resolution) via process/policy recommendations derived from QA findings.
- Conduct root-cause analysis on customer escalations and poor quality reviews.
- Identify systemic issues in process, policy, or training that lead to customer frustration or errors.
- Collaboration & Expertise:
- Collaborate with the Operations team to develop and update agent knowledge base articles and training materials.
- Act as the subject matter expert on how fraud policies are communicated and executed by front-line teams.
- Identify systemic issues in process, policy, or training that lead to customer frustration or errors.
- Proven experience of 3+ years in Quality Assurance or Customer Experience, preferably in Fraud Operations within the fintech or banking sector.
- Strong understanding of fraud policies, processes, and their impact on customer experience.
- Demonstrated ability to design, implement, and manage quality assurance frameworks and scorecards.
- Experience in conducting root-cause analysis and translating findings into actionable recommendations.
- Excellent analytical skills with the ability to interpret data and identify trends.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with various teams (Growth, Operations, Product).
- Detail-oriented with a commitment to maintaining high standards of quality and compliance.
- Fluent in English & Spanish.
- Experience with specific Quality Assurance (QA) software or Customer Relationship Management (CRM) systems.
- Background in fraud investigations or risk management.
- Certifications in Quality Management (e.g., Six Sigma, Lean) or Customer Experience (e.g., CCXP).
- Familiarity with regulatory compliance in financial services (e.g., AML, KYC, consumer protection).
- Experience working in a hyper-growth startup environment.
- Basic SQL proficiency for data extraction and analysis.
- Experience developing and delivering training programs.
- Competitive salary
- Initial stock options grant
- Annual performance bonus
- Health, dental, and vision plans
- Remote work environment, although we have offices in Miami and México City and would love to work in a hybrid model if you are up to it.
- Continuous learning opportunities.
- Unlimited PTO
- Paid parental leave
- Empowering opportunities for growth in a dynamic entrepreneurial environment.
At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
Want to learn more about our privacy practices? Check out our Privacy Policy.
Key Skills
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