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Quality Assurance Specialist

4 weeks ago

Pateros, Philippines Coins.Ph Full time

What You’ll Do: Monitor and assess case handling performance of Risk Operations associates across all communication channels (tickets, chats, calls, etc.) to ensure compliance, accuracy, and adherence to established quality standards in fraud detection and risk mitigation. Lead regular calibration sessions with QA peers and team leads to maintain consistency in quality evaluations, ensure fairness in scoring, and align on quality benchmarks and best practices. Identify gaps or compliance risks in analysts’ investigations, decision-making, or communication, and provide timely, constructive feedback with clear action points for improvement. Conduct one-on-one coaching sessions on a weekly basis to address performance gaps, strengthen analytical and investigative skills, and reinforce proper procedures for fraud and risk case handling. Review and analyze customer escalations and dissatisfaction reports related to fraud or account security to uncover process inefficiencies, training gaps, and root causes, and propose sustainable corrective measures. Partner with the Risk Operations and Fraud Investigation teams to refine workflows, enhance detection accuracy, minimize false positives, and improve overall fraud prevention strategies. Act as a secondary review layer for complex or high-risk cases to ensure proper resolution, accurate documentation, and alignment with internal standards and compliance protocols. Utilize quality performance data and analytics to identify trends, recurring issues, and opportunities for improvement; compile insights and recommendations for presentation to CX and Risk Leadership Teams. Design and deliver targeted coaching or refresher training sessions focused on improving fraud analysis, verification accuracy, and customer communication effectiveness. Collaborate closely with the Compliance team to update QA frameworks, SOPs, and quality guidelines in line with evolving regulatory requirements and emerging fraud patterns. Support operational readiness activities for new tools, policies, and fraud-detection systems by documenting potential risk scenarios and participating in pilot testing. Contribute to continuous improvement initiatives aimed at strengthening fraud prevention, risk controls, and the overall customer experience. Perform other related duties as assigned by the immediate supervisor that support business operations and company objectives. What We Expect From You: Bachelor’s degree in Business Administration, Risk Management, Finance, Economics, or related fields , or equivalent work experience. Experience in quality assurance, fraud investigation, or risk operations within financial services, fintech, or international BPO environments. Strong understanding of fraud patterns, transaction monitoring, risk analysis, and KYC/AML processes. Proven analytical and critical thinking skills, especially under pressure or in high-volume case environments. Proficiency in Google Workspace and familiarity with data management and reporting tools. Knowledge of AI-assisted fraud detection systems or process automation is an advantage. Excellent written and verbal communication skills in both English and Filipino , with the ability to deliver constructive and objective feedback. Strong interpersonal skills and a collaborative mindset; able to work effectively with cross-functional teams. High attention to detail and accuracy, with the ability to work independently and manage multiple priorities. Results-driven and proactive, demonstrates ownership, accountability, and execution excellence in every task. Join the Coins Team Now Meaningful Collaborations—The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience. Scalable Growth—Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement. A Space For Bright Ideas—Let your bright ideas be converted into meaningful changes Coins culture welcomes new ideas backed up by data to create an impact. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr