Fraud QA & Compliance Analyst

Salmon Group; Taguig; On-site; PHP 350,000 - 480,000; Full time

Job summary

Salmon Group is seeking a Quality Assurance Specialist to monitor and improve the quality of fraud investigations and welcome calls. You will ensure compliance with SOPs, policies, regulatory requirements, and QA standards while collaborating with Fraud Investigation, Operations, and Customer Service teams.

You will identify process gaps, provide coaching, and help document and escalate indicators of fraud. The role emphasizes calibration, reporting, and continual improvement of QA practices.

Qualifications

• Bachelor’s degree or higher in a related field preferred.
• Experience in Quality Assurance, Fraud Investigation, Fraud Prevention, Risk Management, Customer Service, or related functions.
• Experience with case reviews, audits, call monitoring, or compliance checks is a plus.
• Strong analytical and investigative skills.
• Excellent attention to detail and documentation skills.
• Good written and verbal communication skills.
• Ability to identify inconsistencies, red flags, and potential risk indicators.
• Knowledge of KYC, fraud prevention, customer verification, and risk-control principles is an advantage.
• Proficient in Microsoft Office or Google Workspace applications.

Responsibilities

• Conduct quality reviews of welcome calls to ensure proper call handling and adherence to scripts and procedures.
• Evaluate verified customer information and required validation procedures.
• Assess accuracy and completeness of information communicated to customers.
• Check compliance with KYC, customer verification, consent, and data privacy requirements.
• Identify suspicious responses or indicators requiring further investigation.
• Escalate critical quality issues and potential fraud indicators to stakeholders.
• Maintain QA records, audit results, and case review documentation.
• Prepare regular quality reports highlighting findings, trends, and risks.
• Coordinate with Fraud Investigation and Operations teams on significant findings.
• Participate in calibration sessions to ensure consistent QA standards and scoring.
• Support development of fraud prevention and quality improvement initiatives.
• Identify training needs and recommend refresher training and knowledge-sharing sessions.
• Assist in updating training materials, SOPs, scripts, and quality guidelines.

Skills

Analytical skills

Written & verbal communication

Attention to detail

Microsoft Office / Google Workspace

Education

Bachelor's degree in Business Administration, Finance, Criminal Justice, Risk Management, or related field

Tools

Microsoft Office

Google Workspace

Job description

Salmon Group is seeking a Quality Assurance Specialist to monitor and improve the quality of fraud investigations and welcome calls. You will ensure compliance with SOPs, policies, regulatory requirements, and QA standards while collaborating with Fraud Investigation, Operations, and Customer Service teams.

You will identify process gaps, provide coaching, and help document and escalate indicators of fraud. The role emphasizes calibration, reporting, and continual improvement of QA practices.