Quality Assurance & Standards Manager

Bangalore · United States · 8+ years experience · Posted Oct 6, 2026

At a glance

As the Senior Program Manager, Quality Assurance & Standards, you'll build FSD's quality program as a measurement system that tells the organization how accurate its decisions are.
This role sits within Scaled Services, the team that owns foundational capabilities for the Fraud & Safety Delivery organization.
You will design and stand up a two-layer quality framework while running quality reviews across internal and partner-delivered operations.

Own the quality program end to end, including quality delivery through partner sites.
Set the strategy and operating rhythm for how the quality program delivers against FSD's roadmap and goals.
Design a two-layer quality model that measures both workflow adherence and the accuracy of the enforcement decision.
Establish how we determine the correct outcome for judgment-based decisions, through expert review panels, blind double-review, and a library of benchmark cases.
Build a severity-weighted error taxonomy and a risk-weighted sampling methodology.
Author the quality guidelines and publish the performance bars, thresholds, and escalation paths.
Run a calibration program across internal teams and partner sites.
Own User Acceptance Testing (UAT) for new launches, ensuring no change scales to the global operation before it meets a quality bar.
Diagnose the root causes behind reversed decisions and report the distribution of drivers.
Extend quality measurement to decisions made by models and AI agents, defining accuracy standards required before automation.

8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment.
Proven experience driving quality delivery through partner or vendor teams you don't directly manage.
Proven experience building a quality program from scratch, including designing sampling methodology, scorecards, error taxonomies, calibration processes, and governance.
Demonstrated experience measuring quality in subjective, judgment-based work.
Strong grasp of measurement rigor, sampling design, statistical significance, and inter-rater reliability.
Strong data literacy to pull and interrogate your own data and work with analytics partners.
Exceptional writing skills to produce clear guidelines across regions and partner sites.
Strong cross-functional influence skills.