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Trainer or Quality Analyst @ Bpo Company

2 weeks ago

Petaling Jaya, Malaysia TimesConsult Full time

Deep Dive on defects on appeal cases received from business line including user appeal document, user analysis and trend analysis.
- Deep Dive on defects on completed transactions that being flagged with high-risk flag for post manual review to evaluate if is a potential fraud, and instantly share fraud trend to fraud strategy team. Strictly following chargeback operation standard SOP and requirement to handle representment case.
- Coach the team on completing the chargeback cases within SLA/Pre-set time given, ensuring all the representment documents are gathered correctly and match the case with chargeback reason.
- Design effective training programs, prepare training materials. Conduct training and refreshers, support and mentor new employees, conduct evaluations to identify areas of improvement.
- Monitor, analyse & train trainees’ performance and call out any unusual trends, identify training needs by working with operations team and QA.
- Conduct root cause and other data analysis, participate as project team member in problem prevention and continuous improvement projects.
- Identify improvement opportunities within the payment & risk ops environment, conduct QA evaluations per client requirements and provides QA progress reports to Team Leads.
- Act as escalation point of contact for process questions, issues and resolution, Subject Matter Expert (SME) for QA evaluations
- Requirements:

- TQA with fraud manual review experience (at least 2-3 years): including reviewing user appeal document, user analysis and trend analysis.
- Experienced in payment, fraud trend & fraud chargeback & adaptable/flexible to change in system.
- Analytical/critical thinking, leadership & strong interpersonal, presentation skills
- Both Training & Quality experience, with Quality as focus

Job Requirements
- Critical thinking, analytical and decision-making abilities, organizational and time management abilities, willingness to keep abreast of new techniques in corporate training, affluent communication, presentation, and public speaking skills.
- Understanding of effective teaching methodologies and tools, proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
- Fraud Manual Review, User Appeal and Trend Analysis operations experience is preferred.
- Strong analytical and research skills
- Knowledge Ability to work in a fast and evolving environment with detail-oriented focus.
- Experience in Payment services and Fraud and Risk Operations is an added advantage.
- Experience in Microsoft Office Suite is preferred

**Salary**: RM4,500.00 - RM5,000.00 per month

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)