Payments Quality Analyst

Over deze vacature

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