Payments Quality Analyst

The function of the Payments & Fraud Trainer and Quality Analyst is to ensure that all Payments Analyst and Shift Leaders are fully trained on their required tasks

Main Responsibilities:

The main responsibilities include but are not limited to:

- Acclimate new hires to the business and conduct orientation sessions as well as be of support and a mentor.

- Create comprehensive and effective training and knowledge/skill developing programme.

- Liaising with managers to determine training needs and schedule training sessions.

- Direct structured learning experiences and monitor their quality results.

- Conducting of periodical refresher training and tests to ensure both PA and SL are at an optimal level of skill and knowledge.

- Assess training effectiveness to ensure incorporation of taught skills and knowledge into employees work behaviour.

- Gathering of information relevant to the teams, compiling and updating of knowledge base.

- Upkeep of Knowledgebase

- Deliver training courses.

- Periodically evaluate ongoing training programs to ensure that they reflect any changes and still relevant to current practises.

- Stay updated with new trends, tools, and processes.

- Scoping of information when new PSP’s are introduced, prepare articles and relevant training.

- Be the point of reference for the Payments Analyst/Shift Leaders when questions arise, 2nd opinion required and validation on action taken is needed.

- Agent’s quality reviews

- In conjunction with the Team Leaders, check, analyse and report Payments Analysts and Shift Leader quality results. To fill in Training Documents and reports

- To create and schedule in new training groups.

- Assist in day-to-day tasks when needed

Requirements for the role:

- At least 2 years experience in Payments and Fraud

- Prior experience as a trainer or a similar position

- Prior Customer support experience

- Excellent interpersonal and communication skills.

- Excellent organizational skills.

- Excellent presentation, and problem-solving skills

- Excellent people management skills

- Ability to work efficiently in a fast-paced environment