Payments Quality Analyst

<p>The function of the <strong>Payments & Fraud Trainer and Quality Analyst</strong> is to ensure that all Payments Analyst and Shift Leaders are fully trained on their required tasks</p> <p><strong>Main Responsibilities:</strong></p> <p>The main responsibilities include but are not limited to:</p> <ul> <li>Acclimate new hires to the business and conduct orientation sessions as well as be of support and a mentor.</li> <li>Create comprehensive and effective training and knowledge/skill developing programme.</li> <li>Liaising with managers to determine training needs and schedule training sessions.</li> <li>Direct structured learning experiences and monitor their quality results.</li> <li>Conducting of periodical refresher training and tests to ensure both PA and SL are at an optimal level of skill and knowledge.</li> <li>Assess training effectiveness to ensure incorporation of taught skills and knowledge into employees work behaviour.</li> <li>Gathering of information relevant to the teams, compiling and updating of knowledge base.</li> <li>Upkeep of Knowledgebase</li> <li>Deliver training courses.</li> <li>Periodically evaluate ongoing training programs to ensure that they reflect any changes and still relevant to current practises.</li> <li>Stay updated with new trends, tools, and processes.</li> <li>Scoping of information when new PSP’s are introduced, prepare articles and relevant training.</li> <li>Be the point of reference for the Payments Analyst/Shift Leaders when questions arise, 2nd opinion required and validation on action taken is needed.</li> <li>Agent’s quality reviews</li> <li>In conjunction with the Team Leaders, check, analyse and report Payments Analysts and Shift Leader quality results. To fill in Training Documents and reports</li> <li>To create and schedule in new training groups.</li> <li>Assist in day-to-day tasks when needed</li> </ul> <p><strong>Requirements for the role:</strong></p> <ul> <li>At least 2 years experience in Payments and Fraud</li> <li>Prior experience as a trainer or a similar position</li> <li>Prior Customer support experience</li> <li>Excellent interpersonal and communication skills.</li> <li>Excellent organizational skills.</li> <li>Excellent presentation, and problem-solving skills</li> <li>Excellent people management skills</li> <li>Ability to work efficiently in a fast-paced environment</li> </ul>