Quality Assessor - Fraud

Moonspin is proud to offer industry leading Customer Support, Risk/Fraud and Tech Development services to our international client base. Our expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. We hire experienced top talent people which enables us to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

To manage and maintain the quality of the Central Fraud team and develop the process through various means.

Responsibilities:

• Carry out daily evaluation of the work performed by the operations team.
• Participates in design of the quality evaluation process and improve it on a regular basis.
• Develop, recommend, and monitor corrective and preventive actions.
• Collect and compile statistical quality data. Prepare and analyze quality reports for management staff review.
• Identifying important quality issues, agent issues and trends associated with the process and scores.
• Identify and highlight important impactful issues to the Management and team within the shortest time.
• Provide periodic & regular feedback for the work quality to the agent via a call or a face-to-face meeting.
• Manage QA performance of teams to include rewarding and addressing performance issues.
• Identify and manage internal refresher trainings and record all trainings performed.
• Liaise with the supervisors and team leads for agent quality improvement plans & agent development.
• Coordinate with management for improvement with the quality process.
• Responsible for updating and monitoring process performance and changes with the process.
• Managing processes for the department and maintaining it in the portal assigned.
• Managing ad-hoc tasks assigned by the management.
• Perform Operational Meetings to update on the process gaps and team improvements.

Requirements:

• Experience working in an ecommerce business.
• Experience of working in risk mitigation function with MoonSpin/WhiteHatGaming and being able to perform on all areas of the process.
• Experience in handling & mentoring people and holding healthy discussions.
• Experience in documentation, imparting trainings and effective communication.
• Strong investigative skills and Attention to details.
• Extensive knowledge of the full MS Office suite, specifically Excel.
• Extensive knowledge of CFTs Policies and extensive Experience working on ALL CFT reports and procedure.
• Extensive knowledge of Anti Money Laundering Regulations and Responsible Gaming.
• Experience in working for an international contact centre.
• Ability to work in a multi-dimensional environment.

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.