Fraud QA & Compliance Analyst

Salmon Group Ltd; Taguig; On-site; PHP 300,000 - 600,000; Full time

Job summary

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

The role focuses on identifying process gaps, reducing fraud risk, and recommending corrective actions, with responsibilities spanning QA reviews, reporting, and training support.

Qualifications

• Bachelor's degree preferred in a related field.
• 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 an advantage.
• 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.
• Proficiency in Microsoft Office or Google Workspace.

Responsibilities

• Quality reviews of welcome calls to ensure proper handling and adherence to approved scripts and procedures.
• Verify customer information and complete required customer validation procedures.
• Assess accuracy and completeness of information communicated to customers.
• Ensure compliance with KYC, customer verification, consent, and data privacy requirements.
• Identify suspicious responses or indicators requiring further investigation.
• Document and escalate potential fraud indicators identified during welcome calls.
• Monitor call quality, professionalism, and adherence to call-handling standards.
• Provide feedback and coaching based on quality evaluations.
• Maintain QA records and audit results; prepare quality reports highlighting findings and trends.
• Track recurring errors and determine root causes; coordinate with Fraud Investigation and Operations teams.
• Escalate critical quality issues and policy violations; participate in calibration sessions to ensure consistent QA scoring.
• Propose updates to QA scorecards, procedures, and monitoring guidelines; support fraud prevention initiatives.

Skills

Analytical skills

Investigative skills

Attention to detail

Communication skills

Risk indicators awareness

Office/Workspace tools

Education

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

Job description

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

The role focuses on identifying process gaps, reducing fraud risk, and recommending corrective actions, with responsibilities spanning QA reviews, reporting, and training support.