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. WHAT YOU’LL BE DOING 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. Here’s what your day-to-day might look like: - 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. WHAT YOU’LL NEED TO THRIVE Our ideal candidate will bring strong expertise in some of these area