Offer summary

Qualifications:

Previous experience in Quality Assurance and Fraud operations is preferred., Excellent written and verbal communication skills are essential., Strong attention to detail and organizational skills are required., Ability to work independently and collaboratively in a team environment..

Key responsabilities:

Monitor and evaluate a high volume of cases to ensure compliance with quality standards.

Provide detailed feedback and coaching to internal and external agents.

Identify performance weaknesses and suggest process improvements.

Attend training sessions and calibration meetings to enhance skills and provide actionable feedback.

Job description

Employee Applicant Privacy Notice

Who we are:

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here. Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.

The role

As a Fraud Quality Assurance Analyst, you will be responsible for auditing the work of internal and external agents and providing detailed feedback. The role serves as support to the Operational Fraud Team, to ensure that each agent is maintaining Galileo’s quality standards as well as any regulations mandated by regulatory agencies.

What you’ll do:

● Monitor and evaluate a high volume of cases to ensure standards are being met
● Determine weaknesses in performance and establish solutions to improve
● Ensure compliance with company's quality systems
● Identify process improvement opportunities
● Review performance with Quality Team and Department Supervisors
● Generate and maintain feedback and coaching documentation
● Offer daily feedback via verbal & written communication
● Develop and maintain thorough knowledge and understanding of products, policies and procedures
● Attend various trainings and develop relevant skills
● Attend calibration sessions and provide actionable feedback to help BPOs improve

What you’ll need:

● Previous Quality Assurance and Fraud operations experience a plus
● Excellent written and verbal communication skills
● Planning and organizational skills with the ability to handle multiple tasks simultaneously
● Strong attention to detail
● Ability to identify risk to Cardholders, Clients and Galileo
● Ability to collaborate and work in a team environment
● Ability to work and complete projects without supervision, self-motivated
● Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
● Must be able to pass a criminal background check

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits. More information about our employee benefits can be found in the link below.

Benefits

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi & Galileo page!

US-Based Base Compensation

$21.60—$24 USD