Quality Assurance Analyst - Fraud

$63,150 - $90,000/Yr

Dish - El Paso, TX

Full-time - Entry Level

El Paso, TX

Broadcasting and Content Providers

About the position

The Quality Assurance Analyst position at DISH involves conducting audits and monitoring customer interactions to ensure the integrity of order and account information while preventing fraud. This role is crucial in providing feedback, reporting findings, and collaborating with leadership to enhance policies and procedures related to fraud detection and prevention.

Responsibilities

• Conduct regular audits by reviewing recordings of inbound and outbound calls, customer files, and fraud tools.
• Identify patterns and trends to incorporate into current policies and procedures.
• Summarize and deliver feedback to Wireless Fraud Care Specialists and their coaching staff.
• Prepare detailed reports highlighting key findings and recommendations for improvements.
• Collaborate with leadership to develop and refine policies, procedures, and strategies based on QA findings.
• Ensure compliance with relevant legal, regulatory, and company standards.

Requirements

• Bachelor's Degree or equivalent from a four-year college or technical school, preferably in Accounting, Business Administration, Economics, Finance, Mathematics, Statistics, or Criminal Justice.
• 2+ years of related experience, or equivalent combination of education and experience.
• Experience in fraud detection, risk management, or a related field preferred.
• Ability to analyze data, identify patterns, and recognize anomalies that may indicate fraudulent activity.
• Strong problem-solving skills and ability to suggest potential solutions based on observations.
• Flexibility to accommodate changing business requirements.
• Detail-oriented with strong interpersonal skills.
• Intermediate level of proficiency in Microsoft Office and/or G-suite applications.

Nice-to-haves

• Experience in fraud detection or risk management.
• Ability to collaborate in a team environment and across other teams.
• Self-starter with an innate curiosity to explore and identify new process solutions.

Benefits

• Flexible spending accounts
• Health Savings Account (HSA)
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Career opportunities
• Flexible time away plan