Trust & Safety Quality Analyst

📣 إعلان

منذ يومان

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

MRSOOL Inc is seeking a Trust & Safety Quality Analyst to join their team in Riyadh. This full-time position requires 2-5 years of experience and focuses on establishing and maintaining quality assurance within the Trust & Safety department. The role involves evaluating the work of Fraud Investigators to ensure adherence to standards for accuracy, regulatory compliance, and customer experience.

Context of the Role

As a Trust & Safety Quality Analyst, you will be responsible for the end-to-end quality assurance (QA) framework within the Trust & Safety department. You will evaluate the work of Fraud Investigators to ensure they meet rigorous standards for accuracy, regulatory compliance, and customer experience.

Responsibilities

Develop 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 align on decision-making logic, ensuring zero quality variance across different shifts and locations.
Deliver constructive, data-driven feedback to Investigators and Team Leads, facilitating 'calibration sessions' to ensure team alignment on quality standards.
Lead 'Operational Post-Mortem' when a fraud loss occurs, identifying root causes such as human error, training gaps, or tool malfunctions, and driving immediate fixes.
Partner with Product and Engineering teams to advocate for tool enhancements, using quality data to suggest product features that reduce manual work, improve detection accuracy, and automate repetitive verification steps.
Provide guidance on complex, high-stakes investigations to ensure final decisions align with both risk appetite and customer experience goals.
Perform regular audits of closed investigation cases to ensure adherence to internal policies.