Merchant Fraud Quality Analyst

• Quality Assurance Reviews: Conduct weekly quality checks on merchant fraud agents' performance and perform coaching to agents based on quality assessment results.
• Reporting and Documentation: Prepare clear and concise reports documenting findings from quality assurance reviews activities. Communicate these findings to relevant stakeholders and provide recommendations for remedial actions.
• Process Improvement: Collaborate with the merchant fraud team to identify process inefficiencies and propose enhancements to streamline processes.
• Training and Education: Assist in developing and delivering merchant fraud training programs to employees across the organization to raise awareness and understanding of collections and customer's collections experience.

• Bachelor's degree in any related field (or equivalent work experience).
• Relevant work experience in fraud investigation, risk management, or regulatory reporting.
• Knowledge of fraud prevention techniques, data analysis, and experience working with law enforcement agencies.
• Strong communication skills, attention to detail, and the ability to work under pressure and tight deadlines.
• Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
• Detail-oriented with exceptional documentation and report-writing skills.
• Ability to work independently and prioritize tasks to meet deadlines.

Shopee