Fraud Quality Assurance Analyst

About the position

As a Fraud Quality Assurance Analyst, you will be responsible for auditing the work of internal and external agents and providing detailed feedback. The role serves as support to the Operational Fraud Team, to ensure that each agent is maintaining Galileo’s quality standards as well as any regulations mandated by regulatory agencies.

Responsibilities

• Monitor and evaluate a high volume of cases to ensure standards are being met
• Determine weaknesses in performance and establish solutions to improve
• Ensure compliance with company's quality systems
• Identify process improvement opportunities
• Review performance with Quality Team and Department Supervisors
• Generate and maintain feedback and coaching documentation
• Offer daily feedback via verbal & written communication
• Develop and maintain thorough knowledge and understanding of products, policies and procedures
• Attend various trainings and develop relevant skills
• Attend calibration sessions and provide actionable feedback to help BPOs improve

Requirements

• Previous Quality Assurance and Fraud operations experience a plus
• Excellent written and verbal communication skills
• Planning and organizational skills with the ability to handle multiple tasks simultaneously
• Strong attention to detail
• Ability to identify risk to Cardholders, Clients and Galileo
• Ability to collaborate and work in a team environment
• Ability to work and complete projects without supervision, self-motivated
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
• Must be able to pass a criminal background check

Benefits

• Competitive benefits
• Bonus and/or long term incentives eligibility