Quality Assurance Analyst - Fraud

$63,150 - $90,000/Yr

Dish - Chandler, AZ

Full-time - Mid Level

Chandler, AZ

Broadcasting and Content Providers

About the position

DISH, an EchoStar company, is seeking a Quality Assurance Analyst to join our Fraud team in Chandler, AZ. This full-time position offers a competitive salary ranging from $63,150 to $90,000 per year. As a Quality Assurance Analyst, you will play a crucial role in ensuring the integrity of our order and account information while preventing and detecting fraud. You will conduct regular audits by reviewing recordings of inbound and outbound calls, customer files, and fraud tools. This ongoing monitoring will help maintain a seamless experience for millions of customers across all our brands, including DISH TV, Sling TV, and Boost Mobile. In this role, you will be responsible for identifying patterns and trends that should be incorporated into current policies and procedures. You will provide feedback to Wireless Fraud Care Specialists and their coaching staff, summarizing and delivering insights based on your findings. Additionally, you will prepare detailed reports highlighting key findings and recommendations for improvements, maintaining comprehensive records of all QA activities and results. Collaboration with leadership will be essential as you develop and refine policies, procedures, and strategies to enhance the program's overall efforts. Compliance with relevant legal, regulatory, and company standards is a critical aspect of this position. The ideal candidate will possess a Bachelor's Degree or equivalent from a four-year college or technical school, preferably in fields such as Accounting, Business Administration, Economics, Finance, Mathematics, Statistics, or Criminal Justice. A minimum of 2 years of related experience in fraud detection, risk management, or a related field is preferred. You should have the ability to analyze data, identify patterns, and recognize anomalies that may indicate fraudulent activity. A self-starter with strong interpersonal skills and the ability to collaborate in a team environment is essential. Flexibility to accommodate changing business requirements and the ability to work weekends, evenings, and/or holidays as needed are also important.

Responsibilities

• Conduct regular audits by reviewing recordings of inbound and outbound calls, customer files, and fraud tools.
• Identify patterns and trends that should be incorporated 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; maintain comprehensive records of all QA activities and results.
• Collaborate with leadership to develop and refine policies, procedures, and strategies; provide insights and recommendations based on QA findings to enhance the program's overall efforts.
• Ensure that all fraud detection and prevention activities adhere to 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.
• Self-starter with an innate curiosity to explore and identify new process solutions.
• Ability to collaborate in a team environment and across other teams.
• Ability to formulate a problem statement based on observation gathered from customer interactions, and to suggest potential solutions.
• Detailed-oriented and strong interpersonal skills.
• Intermediate level of proficiency in Microsoft Office and/or G-suite applications.

Benefits

• Health savings account
• Employee stock purchase plan
• Flexible spending account
• 401(k) matching