About the Role
As a Trust & Safety Quality Analyst, you will be responsible for the end-to-end quality assurance (QA) framework within the Trust & Safety department. You will evaluate the work of Fraud Investigators to ensure they meet our rigorous standards for accuracy, regulatory compliance, and customer experience.
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Responsibilities
- QA Framework Design: Develop and refine the Quality Assurance scorecard and evaluation methodology for both Consumer and Merchant fraud investigations.
- Operational Calibration: Lead weekly "Deep-Dive" sessions with Team Leads and Investigators to align on decision-making logic. You are responsible for ensuring there is zero "quality variance" across different shifts and locations.
- Feedback & Coaching: Deliver constructive, data-driven feedback to Investigators and Team Leads. You will facilitate "calibration sessions" to ensure all team members are aligned on what "high quality" looks like.
- Root Cause Analysis: When a fraud loss occurs, you lead the "Operational Post-Mortem." You identify if the failure was a human error, a training gap, or a tool malfunction, and you drive the immediate fix.
- Process & Product Improvement: Partner with Product and Engineering teams to advocate for tool enhancements. Use quality data to suggest product features that reduce manual work, improve detection accuracy, and automate repetitive verification steps.
- High-Risk Decision Support: Provide guidance on complex, high-stakes investigations to ensure the final decision aligns with both risk appetite and customer experience goals.
- Audit & Review: Perform regular audits of closed investigation cases to ensure adherence to internal policies.
Your Expertise
- Bachelor's degree in a related field or equivalent experience
- 3+ years in Fraud Prevention, Compliance or AML, with at least 1-2 years specifically in a Quality Assurance or Senior Analyst role.
- Knowledge or Excel, SQL and Python is preferred
- Bilingual fluency in English and Arabic.
- Strong analytical skills and attention to detail
- Excellent communication and interpersonal skills
- Exceptional empathy for both customers and team members, with the ability to remain calm and decisive under high-pressure, urgent situations.
