Deputy Manager/Manager - QPEX (Refunds, Reships, Disputes, Chargebacks & Fraud Prevention)

About Company:

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, Neon Earth, Optamark and North cape. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through ,customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For more about Group Bayport, please visit

Website: https://groupbayport.com/about-us/

LinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/

Designation Deputy Manager/Manager - QPEX (Refunds, Reships, Disputes, Chargebacks & Fraud Prevention)

Department - Quality & Process Excellence

Role Purpose

The role is responsible for establishing and governing quality frameworks for Refunds, Reships, Customer Disputes, Chargebacks, and Fraud Prevention processes. The Manager will ensure policy adherence, decision accuracy, compliance with card network and regulatory standards, and reduction of revenue leakage through audit, analytics, and continuous improvement initiatives.

This role acts as the control tower ensuring that all financial-impact customer resolutions are fair, compliant, fraud-aware, and consistent across channels.

Key Responsibilities

1. Quality Governance for Refund & Reship Decisions

Define and implement quality standards for refund and reship decisioning

Audit refund/reship cases to ensure policy compliance, decision accuracy, and correct root cause classification

Identify and quantify revenue leakage due to incorrect approvals or rework

Drive corrective and preventive actions (CAPA) with Operations & Training

2. Dispute & Chargeback Quality Assurance

Establish QA framework for dispute handling and representment quality

Audit dispute cases for documentation accuracy, evidence strength, and timely submission adherence

Monitor dispute quality KPIs (documentation defects, reversal failures)

Ensure adherence to card network guidelines (Visa/Mastercard/Amex)

3. Fraud Prevention Quality Controls

Evaluate fraud review decisions for accuracy and false positive control

Audit suspicious transaction reviews and promo/return abuse cases

Identify gaps in fraud detection logic and recommend control enhancements

Ensure balance between fraud prevention and customer experience

4. Analytics, Insights & Risk Monitoring

Develop dashboards and quality scorecards covering refund approval accuracy, reship eligibility compliance, dispute documentation quality, and fraud decision precision

Perform trend analysis to identify systemic issues, abuse patterns, and training needs

Provide actionable insights to reduce preventable refunds and disputes

5. Process Excellence & Continuous Improvement

Apply Lean Six Sigma / DMAIC methodologies to reduce avoidable refunds/reships and improve dispute win-rate quality

Standardize SOPs, decision trees, and knowledge repositories

Drive automation opportunities in quality audits and decision validation

6. Training & Calibration Governance

Design quality calibration frameworks across Customer Experience teams, Risk & Fraud analysts, and dispute specialists

Conduct regular calibration sessions to ensure consistent decision-making

Partner with Training teams to close knowledge and judgment gaps

7. Compliance & Audit Readiness

Ensure adherence to internal controls, audit guidelines, and regulatory norms

Support internal/external audits related to refunds, disputes, and fraud cases

Maintain audit trails and documentation governance

Key Deliverables / KPIs

Refund & Reship Decision Accuracy %

Revenue Leakage Identified & Prevented

Dispute Documentation Quality Score

Chargeback Reversal Success (Quality of Representment)

Fraud Review Decision Precision (False Positive vs Missed Fraud)

Compliance Adherence Score (Policy / Regulatory)

Calibration Alignment % across evaluators

Required Qualifications & Experience

812+ years experience in Quality, Risk, Fraud, Dispute, or CX governance roles

Experience in eCommerce / FinTech / Payments / BPO-BPM environments

Strong knowledge of refund & return abuse controls, payment dispute lifecycle & chargeback representment, and fraud risk and transaction review frameworks

Lean Six Sigma Green Belt / Black Belt preferred

Experience in quality audits, RCA, and governance reporting

Core Competencies

Strong judgment & decision-quality evaluation

Analytical thinking with risk-based mindset

Governance and compliance orientation

Stakeholder influence across Operations, Risk, Finance & Product

Customer-centric yet loss-prevention focused approach

Stakeholder Interaction

Operations & Customer Experience Teams

Risk, Fraud & Payments Teams

Finance & Revenue Assurance

Product & Policy Teams

Training & Process Excellence Teams

Reporting Structure

Reports to: Head Quality Assurance

Team: Team Leaders & Quality Analysts for Refunds, Disputes & Fraud Reviews