Quality Assurance – Welcome Calls

Job Summary

The Quality Assurance Specialist is responsible for monitoring, evaluating, and improving the quality and accuracy of fraud investigation activities and welcome calls. The role ensures that investigations and customer interactions comply with company policies, standard operating procedures (SOPs), regulatory requirements, and established quality standards.

The position works closely with the Fraud Investigation, Operations, and Customer Service teams to identify process gaps, reduce operational and fraud risks, and recommend corrective and preventive actions.

Key Responsibilities

Welcome Call Quality Assurance

• Conduct quality reviews of welcome calls to ensure proper call handling and adherence to approved scripts and procedures.

• Evaluate whether agents properly verify customer information and complete required customer validation procedures.

• Assess the accuracy and completeness of information communicated to customers.

• Check compliance with KYC, customer verification, consent, and data privacy requirements.

• Identify suspicious responses, inconsistencies, or behavioral indicators that may require further investigation.

• Ensure that potential fraud indicators identified during welcome calls are properly documented and escalated.

• Monitor call quality, professionalism, communication skills, and adherence to call-handling standards.

• Provide feedback and coaching recommendations based on quality evaluation results.

Quality Monitoring & Reporting

• Maintain accurate QA records, audit results, and case review documentation.

• Prepare regular quality reports highlighting findings, trends, risk areas, and improvement opportunities.

• Track recurring errors and determine their root causes.

• Coordinate with Fraud Investigation and Operations teams regarding significant findings.

• Escalate critical quality issues, policy violations, and potential fraud indicators to the appropriate stakeholders.

• Participate in calibration sessions to ensure consistent application of QA standards and scoring.

• Recommend updates to QA scorecards, procedures, and monitoring guidelines when necessary.

• Support the development of fraud prevention and quality improvement initiatives.

Training & Process Improvement

• Identify training needs based on recurring quality findings and investigation errors.

• Recommend refresher training, coaching, and knowledge-sharing sessions for investigators and welcome call agents.

• Assist in updating training materials, SOPs, scripts, and quality guidelines.

• Participate in process improvement initiatives designed to strengthen fraud controls and customer verification.

• Promote a strong quality and risk-awareness culture within the team.

Qualifications

• Bachelor's degree in Business Administration, Finance, Criminal Justice, Risk Management, or a related field is preferred.

• Experience in Quality Assurance, Fraud Investigation, Fraud Prevention, Risk Management, Customer Service, or related functions.

• Experience conducting case reviews, audits, call monitoring, or compliance checks is an advantage.

• Strong analytical and investigative skills.

• Excellent attention to detail and documentation skills.

• Good written and verbal communication skills.

• Ability to identify inconsistencies, red flags, and potential risk indicators.

• Knowledge of KYC, fraud prevention, customer verification, and risk-control principles is an advantage.

• Proficient in Microsoft Office or Google Workspace applications.