Quality Assurance - audit specialistShopee

Job Description:
Conduct audit on the cases that were reviewed and processed by the Productions Team.
Monitor common errors of agents and ensure that these errors are summarized and reported to the QA - Training Team for coaching and refreshers.
Monitor the wrong actions being done by the agents of the Productions team and report these instances to the QA - Training team for sanctions and coaching.
Review and analyze reasons for appeals/false positives and ensure that corrective actions are taken. Report results of this activity to the Regional Team.
Maintain SOPs and make sure that the processes are still relevant and useful for the agents.
Recommend and implement improvements on the current processes of the Fraud team.
Assist the Productions Team in terms of new or updated process cascades and alignment.
Collaboration with other departments in terms of process creation up to implementation and monitoring.
Willing to assist Quality Assurance - Training team, if necessary.
Requirements:
With at least 2 years of experience related to Quality Assurance.
With experience in Fraud or Risk Management in e-Commerce, Banking, Fintech, Credit, Remittance, or other relevant fields is highly preferred.
Ability to work with different types of people.
Strong English communication skills, both written and spoken, and the ability to communicate insights to different business units.
Fresh graduates with strong people skills and public speaking skills are welcome.
An in-depth understanding of Shopee, Shopeepay, and SPayLater as a user is an advantage
A deep love for improving processes and crafting innovative solutions
A strong sense of integrity with handling of sensitive personal information, and a passion to serve victims of fraud
Shopee

Philippines
Permanent
Full-time