Trust & Safety Quality Analyst

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.

Work Environment

This is a full-time position based in Riyadh, focusing on maintaining high standards of quality and compliance within the Trust & Safety department.