Quality Assurance Analyst - Fraud

$63,150 - $90,000/Yr

Dish - Englewood, CO

Full-time - Mid Level

Englewood, CO

Broadcasting and Content Providers

About the position

The Quality Assurance Analyst - Fraud at DISH is responsible for ensuring the integrity of order and account information through regular audits and monitoring of customer interactions. This role focuses on fraud prevention and detection, providing feedback to team members, and collaborating with leadership to enhance policies and procedures. The analyst will analyze data to identify patterns and trends, ensuring compliance with legal and regulatory standards while contributing to a seamless customer experience.

Responsibilities

• Conduct regular audits by reviewing recordings of inbound and outbound calls, customer files, and fraud tools to ensure integrity and prevent fraud.
• 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; maintain comprehensive records of all QA activities and results.
• Collaborate with leadership to develop and refine policies, procedures, and strategies based on QA findings.
• 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.
• Strong problem-solving skills and ability to suggest potential solutions based on observations from customer interactions.
• Detail-oriented with strong interpersonal skills.
• Intermediate level of proficiency in Microsoft Office and/or G-suite applications.

Nice-to-haves

• Experience in fraud prevention and detection.
• Ability to collaborate in a team environment and across other teams.
• Flexibility to accommodate changing business requirements.

Benefits

• Health savings account
• Employee stock purchase plan
• Flexible spending account
• 401(k) matching
• Career opportunities
• Flexible time away plan