Trust & Safety Quality Analyst

Job description

**About Us** Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. ### **Your Role** As a **Trust & Safety Quality Analyst**, you will be responsible for the end-to-end quality assurance (QA) framework within the Trust & Safety department. You will evaluate the work of Fraud Investigators to ensure they meet our rigorous standards for accuracy, regulatory compliance, and customer experience. ### **Responsibilities** - **QA Framework Design:** Develop and refine the Quality Assurance scorecard and evaluation methodology for both Consumer and Merchant fraud investigations. - **Operational Calibration:** Lead weekly "Deep-Dive" sessions with Team Leads and Investigators to align on decision-making logic. You are responsible for ensuring there is zero "quality variance" across different shifts and locations. - **Feedback & Coaching:** Deliver constructive, data-driven feedback to Investigators and Team Leads. You will facilitate "calibration sessions" to ensure all team members are aligned on what "high quality" looks like. - **Root Cause Analysis:** When a fraud loss occurs, you lead the "Operational Post-Mortem." You identify if the failure was a human error, a training gap, or a tool malfunction, and you drive the immediate fix. - **Process & Product Improvement:** Partner with Product and Engineering teams to advocate for tool enhancements. Use quality data to suggest product features that reduce manual work, improve detection accuracy, and automate repetitive verification steps. - **High-Risk Decision Support:** Provide guidance on complex, high-stakes investigations to ensure the final decision aligns with both risk appetite and customer experience goals. - **Audit & Review:** Perform regular audits of closed investigation cases to ensure adherence to internal policies. ### **Your Expertise** - Bachelor's degree in a related field or equivalent experience - 3+ years in Fraud Prevention, Compliance or AML, with at least 1-2 years specifically in a Quality Assurance or Senior Analyst role. - Knowledge or Excel, SQL and Python is preferred - Bilingual fluency in English and Arabic. - Strong analytical skills and attention to detail - Excellent communication and interpersonal skills - Exceptional empathy for both customers and team members, with the ability to remain calm and decisive under high-pressure, urgent situations