Quality Analyst, Trust & Safety Operations

MoonPay is on a mission to onboard the world to the decentralized economy by making digital money move as universally and effortlessly as the internet. We believe that crypto, stablecoins, and blockchain are powerful tools for global financial empowerment, offering greater control over money, digital assets, and future prospects. Our unified payments platform makes it easy for anyone, anywhere, to buy, sell, swap, and pay in digital currencies. We simplify the complex world of crypto, handling compliance, identity checks, fraud prevention, and settlement end-to-end. Trusted by over 30 million customers and 500+ ecosystem partners, MoonPay's secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. We are fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia, prioritizing trust and compliance. We're continuously innovating, including with our rapidly growing consumer app, to build a fairer, more open financial system for everyone. If you're passionate about financial freedom and building the future of payments, join us.

Introduction

MoonPay is seeking a highly motivated Quality Analyst to join our Trust & Safety Operations team. In this pivotal role, you will focus on ensuring the highest quality standards across our Fraud Operations and Disputes/Chargebacks workflows. This is an exciting opportunity for an experienced professional looking to transition into a quality assurance, audit, or process improvement-focused role within a fast-paced and impactful environment.

Responsibilities

• Perform comprehensive quality reviews of manual fraud decisions and chargeback/dispute handling processes to ensure accuracy and consistency.
• Audit analyst decisions against internal policies, risk frameworks, and card network rules (e.g., Visa, Mastercard, PayPal).
• Identify and analyze trends in errors, inconsistencies, and edge cases across various workflows.
• Generate insightful QA reports and provide data-driven recommendations to address performance gaps and identify improvement opportunities.
• Collaborate with Fraud Investigations, Customer Experience (CX), and Payments teams to drive continuous process improvements.
• Support and contribute to calibration sessions, playing a key role in defining QA standards, developing playbooks, and establishing scoring frameworks.

Requirements

Must-Have Experience and Skills

• 1+ years of experience as a Quality Analyst within fraud or chargebacks/disputes operations.
• 3+ years of experience in fraud operations or chargebacks/disputes within fintech, payments, or high-risk environments.
• Strong understanding of fraud risk signals, transaction analysis, and decision-making frameworks.
• Solid knowledge of the chargeback lifecycle, including reason codes (Visa/Mastercard) and dispute handling principles.
• Exceptional attention to detail with the ability to identify inconsistencies and complex edge cases.
• Strong analytical mindset, proficient in interpreting data and identifying trends.
• Ability to provide structured, constructive feedback and drive improvements in operational processes.
• Proven experience working across both fraud and disputes workflows.
• Experience working in the crypto space or a strong personal interest in the industry.

Nice to Have

• Exposure to fraud tooling, rule tuning, or decision engines.
• Experience working with Unit21 case management solution.

Benefits

• Competitive salary package.
• Equity package: All employees have ownership at MoonPay.
• Pay for performance equity bonus: Rewards for outsized outcomes.
• Moonshot award: Exceptional impact recognized with a $250,000 equity grant (10 employees, twice yearly).
• Unlimited holidays: Autonomy to choose when to work and when to switch off.
• Hybrid working schedule: Work fully remotely or from a Moonbase.
• Private Healthcare benefits.
• Enhanced parental leave.
• Annual training budget.
• Home office setup allowance.
• Remote working allowance for fully remote employees.
• Monthly budget for MoonPay products and zero-fee crypto transactions.
• Employee referral program: $10K in USDC for successful referrals.
• Regular remote company offsites for in-person collaboration and hackathons.
• Opportunity to work in a disruptive and fast-growing company where excellence is rewarded.

About Company

MoonPay is on a mission to onboard the world to the decentralized economy by making digital money move as universally and effortlessly as the internet. We believe that crypto, stablecoins, and blockchain are powerful tools for global financial empowerment, offering greater control over money, digital assets, and future prospects. Our unified payments platform makes it easy for anyone, anywhere, to buy, sell, swap, and pay in digital currencies. We simplify the complex world of crypto, handling compliance, identity checks, fraud prevention, and settlement end-to-end. Trusted by over 30 million customers and 500+ ecosystem partners, MoonPay's secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. We are fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia, prioritizing trust and compliance. We're continuously innovating, including with our rapidly growing consumer app, to build a fairer, more open financial system for everyone. If you're passionate about financial freedom and building the future of payments, join us.

How to Apply

Apply here