Payments Quality Analyst
Core
Design and deliver training programs for Payments Analysts and Shift Leaders to ensure optimal skill levels in payments and fraud operations.
Role type
Senior IC training and quality analyst (payments)
Builds
Training curricula, knowledge base, quality review reports
Domain
Financial services / Payments & Fraud
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Payments and fraud domain expertise, training program design, stakeholder liaison, quality assessment, knowledge management, presentation skills, problem-solving, people management
Preferred skills
Customer support experience, ability to work in fast-paced environments
Technologies
N/A
Responsibilities
Conduct orientation and mentor new hires, create and schedule training sessions, monitor training quality and results, conduct refresher training and tests, evaluate training effectiveness, maintain and update the knowledge base, deliver training courses, review agent quality results with Team Leaders, prepare training documents and reports, act as a point of reference for validation on actions taken
Seniority
Mid-level, hands-on IC