Trust & Safety Quality Analyst

About Tamara

Tamara is a leading fintech platform operating in Saudi Arabia and the GCC region. The company provides financial solutions across various sectors including retail, travel, education, and healthcare. Tamara serves over 25 million customers and partners with more than 130,000 merchants. The company is supported by investors such as Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital.

The Role of Trust & Safety Quality Analyst

As a Trust & Safety Quality Analyst, you will be responsible for managing the end-to-end quality assurance (QA) framework within the Trust & Safety department. This full-time position is based in Riyadh, Saudi Arabia, and requires 2-5 years of relevant experience. The role involves evaluating the work of Fraud Investigators to ensure adherence to accuracy standards, regulatory compliance, and customer experience objectives.

Key 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 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 ensure consistent understanding of quality standards.
• Lead "Operational Post-Mortem" analyses 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 propose product features based on quality data to reduce manual work, 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 goals.
• Conduct regular audits of closed investigation cases to verify adherence to internal policies.

Qualifications and Experience

• 2-5 years of experience in a relevant field.
• Demonstrated ability to design and implement quality assurance frameworks.
• Experience in conducting root cause analysis and driving operational improvements.
• Strong analytical skills with the ability to provide data-driven feedback.

Work Environment and Location

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role involves working within the Trust & Safety department, collaborating with various internal teams including Fraud Investigators, Team Leads, Product, and Engineering.