Fraud Operations - QA

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Inviting applications for the role of Fraud Operations QA

In this role you will be responsible to perform the quality reviews of cases worked by Fraud Operations agents in accordance with relevant policies, procedures and regulatory requirements. These reviews will constitute call listening (live & recorded) and system review of actions taken by agents. You will be responsible for ensuring the highest quality standards for the team as well as establishing an effective feedback loop. You will work extensively with functional leaders in Financial Crime Risk Service line and support functions to maintain production and quality of the highest standard.

Responsibilities

·        Responsible for conducting audits for Fraud Operations team who perform transaction monitoring and assist customers on call with potential fraud events.

·        Monitor live/recorded calls and review process steps taken by agent meet the set policies and procedure by the Financial Institution.

·        Accompany evaluations with meaningful and constructive feedback

·        Discuss and deliver feedback to agents

·        Reduce defects by driving process improvement efforts through audit findings.

·        Provide training need analysis to management and training team for individuals/team/site in order to address knowledge gaps.

·        Engage with Stakeholders and peers and participates in calibration programs.

·        Partner with Ops Leaders to help agents improve their performance with specific coaching plans 

·        Monitor Service NPS performance on the agent and team level

·        Contribute to the team culture in a positive manner

·        Provide actionable data to various internal support groups as needed

·        Produce daily, weekly and monthly analyses and reports on defect trends and root causes, perform data mining and analysis to support programs as well as identify new metrics and opportunities for quality improvements.

·        Provide timely feedback to operations leaders

Qualifications

Minimum qualifications

·        1-2 years of relevant experience in Quality Assurance / Monitoring function for a similar banking/Fintech operation including call monitoring.

·        Applied understanding of Fraud detection and prevention process including alert review and handling customer contact via phone, email, chats etc..

·        Strong knowledge of QA methodology and tools

·        Good knowledge of working with MS Office other similar software.

·        Excellent communication and analytical skills

Attributes

·        Demonstrates sound decision making

·        Ability to work in a dynamic, fast paced environment

·        Curious & inquisitive personality

·        Strong attention to detail

·        Must be able to manage multiple tasks

·        Ability to work independently and in a group setting

·        Adaptable to change

Educational Experience

·        High School Graduate or Equivalent, Bachelors Degree plus

·        4-5 years similar work experience at a financial institution

·        Certified Fraud Examiner certification a plus

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, linkedIn, and YouTube.