Quality Assurance Specialist

We are seeking a highly skilled and detail-oriented Senior Quality Assurance Analyst to ensure Fraud Prevention and Anti‑Money Laundering (AML) operations are executed efficiently, consistently, and in alignment with internal SOPs and applicable laws/regulations. You will assess, validate, and enhance the performance of Fraud and AML Operations across processes and channels, helping the teams consistently meet quality standards, regulatory requirements, and service goals.

As a QA Senior Analyst, you will play a key role in optimizing processes to mitigate risk, protect users, and strengthen the integrity of our e‑wallet services.

Quality Assurance

• Case Handling Quality Monitoring: Evaluate alerts, investigations, and escalations from transaction‑monitoring and name‑screening queues. Check decision accuracy, timeliness, completeness of evidence, and professionalism.
• SOP & Policy Compliance: Validate application of SOPs, escalation matrices, and maker‑checker controls; tag findings using a clear error taxonomy (Critical/Major/Minor) and track corrective actions to closure.
• Regulatory & Sanctions Compliance: Validate that processes align with applicable regulations and guidance (e.g., AMLA and IRR, AFASA, BSP Circulars/Manual of Regulations for Non‑Bank Financial Institutions, SEC/NPC data‑privacy requirements, etc.). Ensure sanctions/PEP/TFS outcomes are handled per policy and documented..
• Case Audits & Deep Dives: Audit complex scenarios (e.g., account takeovers, mule rings, unusual/structured transactions, regulator inquiries) and verify rationale and sufficiency of evidence.
• QA Framework & Scorecards: Maintain practical rubrics for transaction‑monitoring alerts, investigations, STR/CTR filings, and fraud claims/disputes; update promptly when policies change.
• Calibrations & Coaching Support: Run regular calibrations with Fraud/AML Ops; provide actionable feedback to Team Leads/analysts, including coaching on investigation hygiene, documentation standards, and decision quality.
• Training & Enablement: Act as SME to design and deliver pre‑rollout briefings, micro‑learning refreshers, job aids/playbooks, and knowledge checks for policy/SOP/regulatory updates; track effectiveness via post‑training QA results.
• Risk & Compliance: Flag potential risks (e.g., improper STR decisioning, mis‑escalation, delayed regulatory reporting, data‑privacy breaches) and ensure corrective and preventive actions are implemented and tracked to closure.
• Regulatory Horizon Scanning: Track changes (AFASA implementation rules, BSP issuances, sanctions list updates, scam typologies) with Compliance and reflect them in SOPs and QA forms quickly.
• Reporting & Insights: Produce weekly/monthly QA reports (e.g., QA score, critical error rate, adherence trends, repeat‑offense patterns) with clear root‑cause analysis and prioritized recommendations.

Operations Support

• Metrics Enablement: Tie QA findings to operating metrics (alert productivity, false‑positive rate, detection/stop rate, case TAT, STR timeliness/completeness, recovery/chargeback success, dispute reversal rate) and size impact.
• Process Improvement: Identify process/policy/tooling gaps (e.g., alert rules, thresholds, segmentation, data quality, evidence capture) and recommend fixes; partner with process owners to implement and measure impact.
• Knowledge Base Governance: Keep runbooks current and unambiguous; add examples and ensure version control for audit readiness.
• Tooling & Automation Partnership: Work with Product/Tech to improve analyst tools, QA workflows, and reporting (e.g., form changes, tagging/metadata, sampling automation, dashboard enhancements).
• Continuous Improvement: Maintain feedback loops, sampling strategies, and periodic methodology reviews to keep pace with new products, campaigns, fraud typologies, and regulatory updates.

Requirements:

• 2–4 years in QA, Fraud/AML Operations, or Compliance within e‑money/fintech/banking; experience auditing cases and running calibrations (in‑house and/or BPO).
• Able to translate policy/regulation into objective checklists and scorecards; familiar with KYC/CDD/EDD, STR/CTR, sanctions screening, and common fraud patterns (phishing/ATO, social engineering, mule networks).
• Strong analytical skills (trend and root‑cause analysis) and the ability to propose practical, measurable fixes.
• Clear communicator who can coach analysts and present risks and recommendations to leaders and Compliance.
• Comfortable with spreadsheets and BI tools; exposure to case‑management, screening, and transaction‑monitoring systems is a plus.
• Preferably with CAMS, CFE, COPC, Six Sigma/Lean, or ISO 9001 certifications, but not required