Training & Quality Assurance Associate
4 days ago
**Job Description**:
- Ability to work on multiple fraud monitoring systems and is a Fraud Operation Subject-Matter-Expert on tools and process.
- Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels
- Track and monitor quality related metrics and initiate plans for corrective actions across all channels
- Proactively work with Ops leads, as a team, to encourage best practices and provide regular, meaningful communication and update
- Collaborate with both internal and external stakeholders to ensure understanding of key quality processes and re-engineer current processes so as to improve overall quality
- Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions
- Conduct Training Needs Analysis to understand the gaps in training and create opportunities for continual learning and growth
- Develop and deliver product, technical and soft skills training programs in person and web based for all levels in the contact center and measure for success
- Work closely with the regional team to ensure training strategy alignment
- Stays abreast of industrial crimes risk trends, e-commerce or compliance standards
**Requirements**:
- Minimum two year in a Fraud operations role and have prior experience in quality monitoring and training roles
- Great at explaining things to people, and have flawless written English
- Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
- Enjoy working efficiently and independently in a fast-paced, high-volume environment
- Proven experience and knowledge in effective training, coaching and people management practices
- Adequate knowledge in Fraud Investigation and have gained substantial experience in payment and behavioural fraud operations
- Knowledge of basic SQL is a strong asset
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