Quality Assurance Analyst

2 weeks ago

Petaling Jaya, Malaysia Teleperformance Full time

Overview:
Job Summary

**If you are possess with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you**

Qualifications:
**Main Requirements**:

- ** Bachelor’s degree** or **equivalent diploma** in any discipline
- ** QA/agent risk ops 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
- Must be proficiency in **English, Bahasa Malaysia & Mandarin** in terms of written, reading and speaking.
- Experience in Payment services and Fraud and Risk Operations is an added advantage.
- Able to **start work immediately** is preferred.

**Responsibilities**:
**Key Responsibilities**:

- 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.

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