Trust & Safety Quality Analyst

📣 إعلان

منذ يومان

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

Tamara is seeking a Trust & Safety Quality Analyst to join its team in Riyadh. This full-time position is responsible for establishing and maintaining the end-to-end quality assurance (QA) framework within the Trust & Safety department. The analyst will evaluate the work of Fraud Investigators to ensure adherence to standards for accuracy, regulatory compliance, and customer experience.

Key Responsibilities

Design and refine the Quality Assurance scorecard and evaluation methodology for both Consumer and Merchant fraud investigations.
Lead weekly "Deep-Dive" sessions with Team Leads and Investigators to ensure alignment on decision-making logic and eliminate quality variance across shifts and locations.
Provide constructive, data-driven feedback to Investigators and Team Leads, facilitating calibration sessions to standardize the definition of high-quality work.
Conduct "Operational Post-Mortems" following fraud losses to identify root causes, such as human error, training gaps, or tool malfunctions, and drive immediate corrective actions.
Collaborate with Product and Engineering teams to advocate for tool enhancements and suggest product features based on quality data to reduce manual effort, improve detection accuracy, and automate verification steps.
Offer guidance on complex, high-stakes investigations to ensure final decisions align with both risk appetite and customer experience objectives.
Perform regular audits of closed investigation cases to verify adherence to internal policies.

Experience and Qualifications

Candidates for this role should possess 3-5 years of relevant experience. The position requires a professional who can develop and implement robust quality assurance processes within a fraud investigation environment.