JOB PURPOSE & SUMMARY
Our client is looking who is in the high-tech space offering global technical services is looking for an Assistant Fraud Quality Supervisor to join their vibrant team in Nairobi.
KEY RESPONSIBILITIES AND DUTIES
Identifying service level gaps and taking appropriate action including coaching and mentoring team members to enable them to deliver the expected quality.
Support employee development through training, coaching, and regular feedback.
Identifying training gaps for new and old team members and developing ad hoc training sessions to address identified gaps.
Ensures that the team members’ performance contributes to the company's goals and enhances the user experience.
Submitting daily team performance reports as per the company standards.
Conduct individual quarterly appraisals as per the company policy on performance
Capturing individual performance on the system and analyzing the same to ensure adherence to expected quality.
Following any other job-related instructions and performing other job-related duties as requested.
Collaborates with all departments to ensure organization goals are met.
Handling escalated calls, questions, and queries as necessary
EDUCATION/KNOWLEDGE AND EXPERIENCE
Minimum 4-6 years of analytics experience in the financial industry or Financial Crime Risk Management or risk operations.
Familiarity with a wide array of banking Fraud Analysis tools, applications, and solutions
COMPETENCY AND TECHNICAL SKILLS
Excelent communication (oral/writing) and presentation skills
The ability to identify, assess, monitor, control, and mitigate fraud risks i.e. excellent analytical skills.
Ability to develop and implement critical Fraud Risk Assessment, Testing, and QA programs.
Awareness and understanding of the wider business, economic, market environment, and regulatory framework.
Willingness to take on responsibilities and challenges.
Honesty and integrity.