User Fraud Quality Analyst

3 days ago

Kuala Lumpur, Malaysia Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

**About the Team**:

- As an Fraud QA Analyst, your primary responsibility will be to ensure the effectiveness and compliance of the organization's fraud program. You will be responsible for conducting quality assurance reviews and assessments to identify any potential gaps or weaknesses in the anti-fraud processes and controls. Your role will play a critical part in mitigating risks associated with fraudulent activities.
- ** Quality Assurance Reviews**: Conduct weekly quality checks on fraud prevention agents' performance and perform coaching to agents based on quality assessment results.
- ** Testing and Analysis**: Perform detailed testing of fraud processes and systems to identify deficiencies or areas for improvement. This includes reviewing transactional data, customer profiles, fraud detection and prevention strategies.
- ** Reporting and Documentation**: Prepare clear and concise reports documenting findings from quality assurance reviews and testing activities. Communicate these findings to relevant stakeholders and provide recommendations for remedial actions.
- ** Process Improvement**: Collaborate with fraud and risk teams to identify process inefficiencies and propose enhancements to streamline anti-fraud operations while maintaining regulatory compliance.
- ** Training and Education**: Assist in developing and delivering fraud training programs to employees across the organization to raise awareness and understanding of fraud policies, procedures, and regulatory requirements.
- ** Regulatory Compliance**:Stay updated with relevant fraud MOs, regulations, and industry trends. Ensure that the organization's anti-fraud program adheres to all applicable regulatory requirements.
- ** Risk Assessments**:Participate in risk assessments related to anti-fraud activities and provide insights and recommendations to enhance risk mitigation strategies.

**Requirements**:

- Bachelor's degree in finance, business, or a related field (or equivalent work experience).
- Knowledge of anti-fraud compliance frameworks, risk assessment methodologies, and anti-fraud systems.
- Experience in conducting quality assurance reviews or audits within the financial services industry.
- Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
- Detail-oriented with exceptional documentation and report-writing skills.
- Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
- Ability to work independently and prioritize tasks to meet deadlines

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