Payments Quality Analyst

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