Quality Assurance – Welcome Calls

About the role

The Quality Assurance Specialist ensures the quality and accuracy of fraud investigation activities and welcome calls. The role monitors compliance with company policies, SOPs, regulatory requirements, and quality standards while collaborating with Fraud Investigation, Operations, and Customer Service teams.

Key responsibilities

• Conduct quality reviews of welcome calls, verifying adherence to scripts, procedures, and KYC requirements.
• Identify suspicious responses, inconsistencies, or behavioral indicators and ensure proper documentation and escalation.
• Maintain accurate QA records, audit results, and prepare regular quality reports highlighting trends and risk areas.
• Provide feedback, coaching recommendations, and participate in calibration sessions to ensure consistent QA scoring.
• Identify training needs, recommend refresher sessions, and assist in updating SOPs, scripts, and quality guidelines.

Required profile

• Bachelor's degree in Business Administration, Finance, Criminal Justice, Risk Management, or related field (preferred).
• Experience in Quality Assurance, Fraud Investigation, Risk Management, or Customer Service.
• Strong analytical, investigative, and documentation skills with high attention to detail.
• Excellent written and verbal communication abilities.

Required skills

• Microsoft Office
• Google Workspace