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
- 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
- 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)
- 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
- 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
- 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
- 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
- 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
