Quality Assurance – Fraud Investigation

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

Fraud Investigation Quality Assurance

• Conduct regular quality audits of completed and ongoing fraud investigations.

• Review investigation cases to ensure proper documentation, evidence gathering, analysis, and resolution.

• Validate whether investigators properly followed fraud investigation procedures, KYC requirements, and internal controls.

• Assess the accuracy, completeness, and consistency of investigation findings and recommendations.

• Identify procedural deviations, missed red flags, documentation gaps, and potential fraud risks.

• Review investigation decisions and ensure they are supported by sufficient evidence.

• Monitor adherence to investigation turnaround times and required escalation procedures.

• Identify recurring issues and trends that may indicate process weaknesses or emerging fraud schemes.

• Provide quality feedback and recommendations to investigators and relevant stakeholders.

• Assist in developing corrective and preventive action plans based on identified findings.

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.