Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
The Quality Assurance Audit Analyst will manage Airbnb Payment’s card fraud quality assurance activities and support other audit initiatives, as needed. This position is responsible for performing detailed testing of investigations performed by the Payments Risk Operations teams, including investigative reports required by fraud and risk.
- You will work with Payments & Compliance Quality Team
- This position is responsible for performing detailed testing of investigations performed by the Payments Risk Operations teams,
- You will report to Quality Supervisor
- Key partners will be Operations Team and Functional Operations Managers
The Difference You Will Make:
- This role will ensure that day-to-day investigative activities and appeal decisions related to suspended accounts, are handled with precision and meet high operational standards. By auditing these actions, you protect the business from financial and reputational risk.
- This role will be a key driver of efficiency, identifying gaps in payment workflows and recommending strategic improvements to strengthen our overall fraud risk management framework.
A Typical Day:
- Audit & Oversight: Monitor daily investigative activities and appeal decisions related to chargebacks and fraud to ensure consistently high quality outcomes handled by the operations team.
- Quality Assurance: Review payments data, chargeback cases, and high risk alerts to verify accuracy, identify process gaps, and mitigate potential risks.
- Continuous Improvement: Independently lead QA efforts and improvement initiatives for card fraud reviews, chargebacks, and account takeovers handled by the operations team.
- Pattern Recognition: Analyze high risk transactions to detect emerging fraud patterns and take decisive action to prevent future fraudulent activity.
- Reporting & Strategy: Develop and present monthly and quarterly QA findings to leadership, collaborating on actionable plans to resolve identified issues.
- Coaching & Feedback: Partner with payments risk teams to perform root cause analysis, provide targeted coaching, and ensure necessary follow up actions are completed.
- Agile Analysis: Quickly master new operational processes to provide actionable feedback and risk assessments prior to new product or feature launches.
- Compliance & Documentation: Review complex procedural documents with a sharp eye for inaccuracies, ensuring all remedial actions are tracked to 100% completion.
Your Expertise:
- Bachelor’s Degree or Technical Equivalent
- 5+ Years work experience, with demonstrated experience in regulatory compliance, merchant risk, fraud, quality, risk management, audit or related fields. Preferred fraud or AML experience directly.
- Comprehensive understanding of fraud, merchant risk, and AML investigations processes
- Strong process thinker
- Superior attention to detail
- Strong ability to think clearly and rationally in order to understand logical connections between various data points.
- Strong problem solving skills with an emphasis in adaptability and resilience
- Ability to gather objective information and make a subjective determination and be able to defend that determination both verbally and textually
- Ability to manage multiple projects while maintaining a high degree of quality
- Ability to work closely and build trust with investigators and management
- Exceptional organization and process management ability
- Mission-driven, enthusiastic to learn and grow within the Airbnb community and embody our Core Values; team-oriented with a positive, can-do attitude.
- Ability and desire to work in a fast-paced environment
- CFE or ACAMS certification preferred.
- Candidate should have at least 1 year of experience in Payments Risk Ops or Transactions Monitoring and Investigations Reporting (TMIR)
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.