Payments Quality Analyst

Job description

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