Payments Quality Analyst

<p>The function of the&nbsp;<strong>Payments &amp; 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>