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