Fraud & Abuse QA Specialist

Fraud & Abuse QA Specialist

Location: London

Working pattern: Hybrid

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace.

If you care deeply about people and love making things better—this is the place for you.

We’re looking for a Fraud & Abuse QA Specialist to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most.

You’ll be joining the Trust Tech (Fraud Operations) — Operations Excellence team, working at the forefront of complex and high-impact cases to protect Deliveroo from fraud and abuse.

• Audit investigator cases to ensure decisions are accurate, consistent, and strictly aligned with our policy framework.
• Provide clear, constructive feedback and participate in calibration sessions to maintain top-tier consistency and quality standards across teams.
• Analyse QA findings and data trends to identify emerging fraud risks, process inefficiencies, and control weaknesses.
• Contribute directly to continuous improvement projects that actively enhance operational quality, team efficiency, and overall marketplace outcomes.
• Collaborate with Policy, Product, and Operations stakeholders to translate insights into better training materials, sharper tooling, and optimized fraud prevention processes.

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Demonstrated experience in fraud prevention, quality assurance, trust and safety, risk operations, or a closely related auditing function.
• Advanced proficiency with spreadsheets and reporting tools (e.g., Excel, Google Sheets) to extract insights from multiple data sources.
• Proven ability to deliver constructive feedback and influence positive performance outcomes across operational teams.
• Strong analytical and problem-solving skills with a sharp eye for detail, trends, and operational root causes.
• Excellent written and verbal communication skills in English, with the ability to manage priorities independently in a fast-paced environment.

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

• Make a visible impact every day Your work directly protects our ecosystem and improves outcomes for customers, riders, and restaurant partners by keeping bad actors out.
• Grow through ownership Take responsibility for operational quality benchmarks and help shape the future of how our fraud prevention teams operate.
• Develop deep operational expertise Work across cross-functional teams and markets to build robust data, risk, and fraud-prevention knowledge.
• Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.