Senior Fraud Prevention Specialist

2 days ago

Taguig, National Capital Region, Philippines beBeefraud Full time $800,000 - $1,000,000
Job Title

Quality Assurance Lead

About the Job

As a Quality Assurance Lead, you will oversee the QA program focused on card fraud prevention and investigation in contact center operations. You will be responsible for leading and managing the Quality Assurance program for contact center operations, conducting regular evaluations of calls, cases, and transactions to assess agent performance, monitoring QA performance metrics, analyzing trends, and preparing reports with actionable insights.


Responsibilities
  • Lead the Quality Assurance program for contact center operations, ensuring adherence to compliance guidelines and quality standards.
  • Conduct regular evaluations of calls, cases, and transactions to assess agent performance and identify areas for improvement.
  • Monitor QA performance metrics and analyze trends to inform business decisions and drive operational excellence.
  • Prepare reports with actionable insights to help stakeholders make informed decisions.
  • Facilitate calibration sessions with Operations, Training, and relevant stakeholders to ensure consistency in quality standards and expectations.
  • Provide coaching, performance feedback, and mentorship to QA Analysts and frontline agents to improve individual and team performance.
  • Develop and continuously refine QA scorecards, evaluation criteria, and documentation to maintain effective and relevant quality standards.
  • Collaborate with cross-functional teams to align quality efforts with business objectives and promote a culture of accountability and service excellence.

Qualifications & Skills
  • Bachelor's degree or equivalent work experience in Business, Finance, Operations, or a related field.
  • 3-5 years of experience in Quality Assurance within a contact center environment, with at least 1-2 years in a leadership or supervisory capacity.
  • Strong background in fraud operations, card fraud investigations, or quality assurance in financial services is highly desirable.
  • Solid understanding of regulatory compliance, risk management, and operational controls in the financial services sector.
  • Excellent analytical skills with the ability to identify trends, assess root causes, and recommend targeted improvements.
  • Strong interpersonal and communication skills, capable of delivering effective coaching and feedback.
  • Proficiency in QA and call monitoring tools, CRM systems, fraud investigation platforms, and Microsoft Office applications.
  • Experience working with international clients or supporting global financial operations is a plus.

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