Fraud QA & SWAT Lead

Fraud QA & SWAT Lead

4-7 years
Not Specified

Job Description

Job Description:

    • Fraud QA scope:
      • Regularly conduct monthly Quality Assurance and random checks, provide feedback to agents from Quality Assurance results and proposed solutions to supervisors.
      • Identify the agent's pain points and provide suggestions to simplify processes and optimize performance.
      • Identify Training needs and organize training interventions to meet quality standards.
      • Prepare and distribute training aids such as instructional material, handouts, evaluation forms and make presentations when necessary.
      • Standardize all documents/Standard Operating procedures for Fraud team to make sure all processes are documented and easy to understand.
      • Coordinate with relevant teams to align and build the cross-functional process.
      • Monitor and update the features/processes from Regional and relevant teams to Fraud team.
      • Participate in discussion, meeting with Regional/local team to evaluate and review the feasibility of process/feature.

      Fraud SWAT scope:
      • Manage backlog rates and quality of customer complaint handling which is related to the scope of fraud.
      • Providing report and analysis on quality progress
      • Generating process, guidelines, training on new implementations and process changes
      • Analyzing the root cause of the issues and preparing the action plans
      • Analyzing and synthesizing inadequacies in the process of handling incidents, giving directions to build appropriate rules and sanctions.
      • Work closely with Legal, PR team and handling crisis complaints from partners, customers.

      • At least 4 year-experience about QA in e-commerce/business administration/ finance & banking/ accounting/ risk management.
      • Good at communication, negotiation, logical thinking, critical thinking, problem-solving and detail-oriented skills.
      • Can speak English fluently as well as English writing, reading, and listening.
      • Good at Microsoft office such as excel, powerpoint.
      • Strong organizational, planning, stakeholder management, leadership, training & coaching skills.
      • Work independently and proactively take on new responsibilities where most needed.
      • Ability to multitask and perform in a constantly changing environment.
      • Humble and willing to learn every day.

Job Details

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About Shopee

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.
Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.
Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.
The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

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