Job Summary
If you are possess with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you!

Main Requirements:

• Bachelor’s degree or equivalent diploma in any discipline
• Candidate must be able to work on rotational shift.
• QA/agent risk ops experience (at least 2-3 years): including reviewing user appeal document, user analysis and trend analysis.
• Experienced in payment, fraud trend & fraud chargeback & adaptable/flexible to change in system.
• Analytical/critical thinking, leadership & strong interpersonal, presentation skills
• Must be proficiency in English, Bahasa Malaysia & Mandarin in terms of written, reading and speaking.
• Experience in Payment services and Fraud and Risk Operations is an added advantage.
• Able to start work immediately is preferred.

Key Responsibilities:

• Deep Dive on defects on appeal cases received from business line including user appeal document, user analysis and trend analysis.
• Deep Dive on defects on completed transactions that being flagged with high-risk flag for post manual review to evaluate if is a potential fraud, and instantly share fraud trend to fraud strategy team. Strictly following chargeback operation standard SOP and requirement to handle representment case.
• Coach the team on completing the chargeback cases within SLA/Pre-set time given, ensuring all the representment documents are gathered correctly and match the case with chargeback reason.
• Design effective training programs, prepare training materials. Conduct training and refreshers, support and mentor new employees, conduct evaluations to identify areas of improvement.
• Monitor, analyse & train trainees’ performance and call out any unusual trends, identify training needs by working with operations team and QA.
• Conduct root cause and other data analysis, participate as project team member in problem prevention and continuous improvement projects.
• Identify improvement opportunities within the payment & risk ops environment, conduct QA evaluations per client requirements and provides QA progress reports to Team Leads.
• Act as escalation point of contact for process questions, issues and resolution, Subject Matter Expert (SME) for QA evaluations.