Payments Quality Analyst

The function of the Payments & Fraud Trainer and Quality Analyst is to ensure that all Payments Analyst and Shift Leaders are fully trained on their required tasks

Main Responsibilities:

The main responsibilities include but are not limited to:

• Acclimate new hires to the business and conduct orientation sessions as well as be of support and a mentor.


• Create comprehensive and effective training and knowledge/skill developing programme.


• Liaising with managers to determine training needs and schedule training sessions.


• Direct structured learning experiences and monitor their quality results.


• Conducting of periodical refresher training and tests to ensure both PA and SL are at an optimal level of skill and knowledge.


• Assess training effectiveness to ensure incorporation of taught skills and knowledge into employees work behaviour.


• Gathering of information relevant to the teams, compiling and updating of knowledge base.


• Upkeep of Knowledgebase


• Deliver training courses.


• Periodically evaluate ongoing training programs to ensure that they reflect any changes and still relevant to current practises.


• Stay updated with new trends, tools, and processes.


• Scoping of information when new PSP’s are introduced, prepare articles and relevant training.


• Be the point of reference for the Payments Analyst/Shift Leaders when questions arise, 2nd opinion required and validation on action taken is needed.


• Agent’s quality reviews


• In conjunction with the Team Leaders, check, analyse and report Payments Analysts and Shift Leader quality results. To fill in Training Documents and reports


• To create and schedule in new training groups.


• Assist in day-to-day tasks when needed

Requirements for the role:

• At least 2 years experience in Payments and Fraud


• Prior experience as a trainer or a similar position


• Prior Customer support experience


• Excellent interpersonal and communication skills.


• Excellent organizational skills.


• Excellent presentation, and problem-solving skills


• Excellent people management skills


• Ability to work efficiently in a fast-paced environment