Trust & Safety Quality Analyst

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.

Required Experience

• 2-5 years of experience in a relevant field.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia.

Application Process

Further details regarding the application process will be provided upon inquiry.