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