Payments Quality Analyst

About this role

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