Quality Assurance Specialist

Position Summary

The Quality Assurance Specialist helps protect the integrity, quality, and reliability of the Maxsold marketplace.

This role reviews and executes refund requests, investigates suspicious bidding/selling activity, evaluates higher-risk transactions, identifies catalog quality concerns, and works across departments to address issues that may create customer, financial, operational, or reputational risk.

The Quality Assurance Specialist is expected to assess the available evidence, apply marketplace policies consistently, and make clear, well-supported decisions. This requires strong judgment, attention to detail, curiosity, and the ability to remain objective.

Success in this role is not simply identifying that something may be wrong. It requires determining what can be established, identifying what information is still needed, recommending or executing the appropriate action, and documenting the reasoning clearly.

What You Will Own

Refund Review and Resolution

• Review refund requests submitted by buyers.
• Assess buyer claims against listing information, photographs, communications, pickup reports from sellers, marketplace policies, and other available evidence.
• Identify gaps, inconsistencies, or unsupported claims within the information provided and work to clarify them.
• Request or coordinate the collection of additional evidence when required.
• Determine whether refund requests should be approved, denied, or escalated for further review.
• Execute approved refunds and ensure the appropriate internal or seller-funded treatment is applied.
• Communicate refund decisions and supporting rationale clearly to the appropriate internal teams.
• Identify repeated refund patterns involving buyers, sellers, listings, auction practices, or specific items.
• Maintain accurate and complete records of decisions, evidence, and outcomes.

High-Risk Transaction Review

• Review flagged first purchases and other transactions identified as presenting elevated risk.
• Assess available account, payment, bidding, purchase, and behavioural information.
• Determine whether activity can proceed, requires additional verification, or should be restricted or escalated.
• Identify patterns that may indicate account misuse, payment risk, fraud, or coordinated activity.
• Balance risk prevention with the need to avoid unnecessarily disrupting legitimate customers.
• Document findings and decisions in a clear and reviewable manner.

Suspicious Bidding and Marketplace Conduct

• Investigate reports or system flags involving suspicious bidding activity.
• Review account connections, bidding patterns, payment information, refund behaviour, auction participation, and other relevant facts.
• Distinguish between confirmed facts, risk indicators, and unproven assumptions.
• Determine whether activity requires monitoring, education, restrictions, suspension, or leadership review.
• Coordinate with Support, Finance, Sales, Customer Success, or Operations leadership where seller or buyer action may be required.
• Maintain confidentiality and avoid disclosing sensitive investigation methods or account information unnecessarily.

Catalog and Auction Quality

• Review auction catalogs before launch for prohibited items and marketplace risk.
• Work with Seller Support, partners, and other internal teams to correct issues before launch.
• Apply quality standards consistently while recognizing differences in auction type, category, and risk.
• Identify repeated quality concerns and recommend education, process changes, or additional review.
• Help improve catalog standards, review criteria, and preventive quality controls.

Fraud and Chargeback Risk Support

• Identify transactions, accounts, or operational practices that may create fraud or chargeback exposure.
• Gather and organize evidence required for internal review or chargeback response.
• Work with Finance and Support to ensure relevant account, payment, communication, and pickup information is available.
• Identify recurring causes of chargebacks and recommend preventive actions.
• Escalate material financial or marketplace risk promptly.

Cross-Departmental Collaboration

• Work closely with Buyer Support, Seller Support, Finance, Sales, Customer Success, Product, and Operations leadership.
• Provide clear, evidence-based guidance when other teams flag refund, fraud, bidding, catalog, or marketplace concerns.
• Ask focused questions that help teams gather the information required for a decision.
• Explain decisions and policy applications clearly.
• Escalate complex or high-impact matters with complete context, supporting evidence, and a recommended next step.

Policy and Process Improvement

• Surface emerging risk patterns and marketplace behaviours.
• Recommend improvements to refund processes, catalog review, fraud controls, escalation standards, and internal documentation.
• Participate in audits and targeted reviews of buyers, sellers, partners, auctions, or internal processes.

What You Bring

• 3+ years experience in quality assurance, fraud prevention, dispute resolution, refunds, risk operations, marketplace operations, investigations, or a related field.
• Strong critical-thinking and analytical skills.
• Sound judgment when working with incomplete, conflicting, or emotionally presented information.
• The ability to assess evidence objectively and separate facts from assumptions.
• Strong written communication and documentation skills.
• The confidence to make and explain decisions based on policy and available evidence.
• A high level of attention to detail.
• Curiosity and persistence when investigating unfamiliar or complex issues.
• The ability to recognize patterns across accounts, transactions, auctions, and customer behaviour.
• Strong organization and case-management habits.
• The ability to manage competing priorities and time-sensitive reviews.
• Comfort collaborating with multiple departments and challenging conclusions respectfully.
• Discretion when handling confidential, sensitive, or potentially fraudulent activity.
• The ability to remain calm and objective when decisions may be disputed.

Preferred Qualifications

• A degree in a technical, analytical, or STEM-related field is strongly preferred, including Engineering, Computer Science, Mathematics, Statistics, Information Systems, Business Analytics, Economics, Operations, or another related discipline.
• Candidates without a traditional STEM degree may be considered if they can demonstrate strong analytical ability, technical aptitude, structured problem-solving, and experience learning complex systems.
• 4+ years of experience in customer support, quality assurance, fraud or risk operations, dispute resolution, investigations, marketplace operations, or another role where you were responsible for reviewing information and making customer-impacting decision
• Experience reviewing refund, fraud, payment, chargeback, or account-risk cases.
• Familiarity with ticketing, CRM, payment-processing, or case-management systems.
• Experience interpreting and applying customer-facing policies.
• Experience reviewing product listings, catalogs, claims, or marketplace content.
• Experience conducting audits or pattern-based investigations.
• Familiarity with payment disputes, account verification, or transaction-risk indicators.
• A track record of identifying process gaps and recommending practical improvements.

What Success Looks Like

A successful Quality Assurance Specialist:

• Makes timely, consistent, and evidence-based decisions.
• Applies policy accurately while recognizing when a matter requires additional judgment.
• Approves valid refund requests and confidently denies unsupported requests.
• Produces clear documentation that explains what happened, what evidence was reviewed, and why a decision was made.
• Recognizes suspicious patterns and escalates them at the appropriate level.
• Balances thoroughness with the need to make timely decisions.
• Focuses effort on material customer, financial, operational, and reputational risk.
• Contributes to stronger policies, processes, and preventive controls.
• Earns trust through consistency, objectivity, discretion, and sound judgment.

Why This Role Matters

Quality Assurance protects the marketplace from preventable loss and harmful activity while ensuring suspicious behaviour, policy enforcement, and quality concerns are reviewed appropriately.

The work performed by this team affects buyer confidence, end-user accountability, auction quality, refund exposure, fraud prevention, chargeback risk, and Maxsold’s broader reputation.

This role is well suited to someone who enjoys investigating complex situations, weighing evidence, making defensible decisions, and improving the systems that protect a marketplace.

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