Mirrai Careers

Payments Quality Analyst

Betsson Group

Malta Posted 11d ago
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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

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