Job Description: 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. Requirements: 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.
