Quality Assurance – Welcome Calls

Jobtailor; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Jobtailor in Metro Manila seeks a Quality Assurance Specialist to monitor and enhance fraud investigation quality, verify customer information, and ensure data privacy compliance. The role involves reviewing calls, documenting findings, and coaching teams to uphold KYC standards.

Strong analytical skills and attention to detail are essential. The successful candidate will collaborate with Fraud Investigation and Operations, produce weekly QA reports, and drive process improvements to strengthen

Qualifications

• Bachelor's degree preferred in Business Admin, Finance, Criminal Justice, Risk Management, or related field.
• Experience in Quality Assurance, Fraud Investigation, Fraud Prevention, Risk Management, Customer Service, or related functions.
• Experience conducting 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.
• Knowledge of KYC, fraud prevention, customer verification, and risk-control principles is an advantage.

Responsibilities

• Monitor, evaluate, and improve the quality and accuracy of fraud investigation activities and welcome calls.
• Conduct quality reviews of welcome calls for proper call handling and adherence to approved scripts and procedures.
• Evaluate customer information verification and required validation procedures.
• Assess the accuracy and completeness of customer communications.
• Check compliance with KYC, customer verification, consent, and data privacy requirements.
• Identify suspicious responses, inconsistencies, behavioral indicators, and potential fraud indicators.
• Document and elevate potential fraud indicators, critical quality issues, and policy violations.
• Monitor call quality, professionalism, communication skills, and call-handling standards.
• Provide feedback and coaching recommendations based on quality evaluation results.
• Maintain QA records, audit results, and case review documentation.
• Prepare quality reports covering findings, trends, risk areas, and improvement opportunities.
• Track recurring errors and determine root causes.
• Coordinate with Fraud Investigation and Operations teams regarding significant findings.
• Participate in calibration sessions to ensure consistent QA standards and scoring.
• Recommend updates to QA scorecards, procedures, and monitoring guidelines.
• Support fraud prevention and quality improvement initiatives.
• Identify training needs and recommend refresher training, coaching, and knowledge-sharing sessions.
• Assist in updating training materials, SOPs, scripts, and quality guidelines.
• Participate in process improvement initiatives to strengthen fraud controls and customer verification.
• Promote a quality and risk-awareness culture within the team.

Skills

Quality Assurance

Fraud Investigation

KYC Compliance

Analytical Skills

Documentation Skills

Risk Management

Process Improvement

Call Monitoring

Education

Bachelor's degree preferred in related field

Tools

Microsoft Office

Google Workspace

Job description

• Monitor, evaluate, and improve the quality and accuracy of fraud investigation activities and welcome calls
• Conduct quality reviews of welcome calls for proper call handling and adherence to approved scripts and procedures
• Evaluate customer information verification and required validation procedures
• Assess the accuracy and completeness of customer communications
• Check compliance with KYC, customer verification, consent, and data privacy requirements
• Identify suspicious responses, inconsistencies, behavioral indicators, and potential fraud indicators
• Document and elevate potential fraud indicators, critical quality issues, and policy violations
• Monitor call quality, professionalism, communication skills, and call-handling standards
• Provide feedback and coaching recommendations based on quality evaluation results
• Maintain QA records, audit results, and case review documentation
• Prepare quality reports covering findings, trends, risk areas, and improvement opportunities
• Track recurring errors and determine root causes
• Coordinate with Fraud Investigation and Operations teams regarding significant findings
• Participate in calibration sessions to ensure consistent QA standards and scoring
• Recommend updates to QA scorecards, procedures, and monitoring guidelines
• Support fraud prevention and quality improvement initiatives
• Identify training needs and recommend refresher training, coaching, and knowledge-sharing sessions
• Assist in updating training materials, SOPs, scripts, and quality guidelines
• Participate in process improvement initiatives to strengthen fraud controls and customer verification
• Promote a quality and risk-awareness culture within the team

Requirements

• Bachelor's degree in Business Administration, Finance, Criminal Justice, Risk Management, or a related field is preferred
• Experience in Quality Assurance, Fraud Investigation, Fraud Prevention, Risk Management, Customer Service, or related functions
• Experience conducting 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
• Knowledge of KYC, fraud prevention, customer verification, and risk-control principles is an advantage
• Proficient in Microsoft Office or Google Workspace applications
• Required application materials include a resume, phone number, and Viber number

Core Competencies

Demonstrates expertise in Quality Assurance and Fraud Investigation, with a strong focus on KYC compliance, risk management, and effective communication. Capable of conducting thorough evaluations, providing actionable feedback, and supporting fraud prevention initiatives.

Highest-signal resume keywords

• Quality Assurance
• Fraud Investigation
• KYC Compliance
• Analytical Skills
• Documentation Skills

ATS Optimization Keywords

Hard Skills

• Fraud Prevention
• Risk Management
• Call Monitoring
• Case Reviews
• Compliance Checks
• Attention to Detail
• Identifying Risk Indicators
• Process Improvement

Soft Skills

• Written Communication
• Verbal Communication
• Coaching Skills

Industry Keywords

• Customer Verification
• Data Privacy
• Quality Standards
• Audit Results
• Training Materials

Tools & Technologies

• Microsoft Office
• Google Workspace