Quality Analyst (Fraud)

Quality Analyst - Fraud focus/Fintech

As a Quality Analyst, you'll be the driving force behind our quality and performance standards. Your role will involve providing guidance and direction to team members in best practice methodology using client guidelines and risk assessment processes, supporting the operation through Quality audits, analysis and coaching. You will work with the Team Leads to ensure that support is given on an individual basis to meet agreed internal targets. Your key focus will be to assess and improve the Quality scores and processes across the operation. This will involve working closely with the management team and the client to best support performance management and team member development.

This will involve support and development of team members at all levels. You will be working closely with the Training and Quality teams to drive Operational improvement through innovation and creative thinking.

What we offer:

• Stable job: permanent employment contract
• Performance-based bonus
• Opportunity to advance your career
• Great rewards for referring your friends
• Multilingual exposure: improve your spoken and written language skills
• Inspiring and fun environment. Our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gym
• Community projects. Want to make the world a better place? We run CSR (corporate social responsibility) events all year long
• Private medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional package
• Bike-to-work tax relief
• Pension scheme
• Maternity and paternity leave
• Access to GP care and an occupational health advisor
• Subsidized canteen

What You'll Do:

• Perform Quality audits & Accuracy reviews
• Assist in helping team members with live case management and questions about quality, tools usage, risk assessment and accuracy of responses.
• Responsible for coaching/feedback sessions for individual team members to develop their core skills and improve performance.
• Create an open and honest feedback flow with Management regarding team members performance and recommendations.
• Maintain all relevant performance records
• Provide assistance, support and training materials, as required
• Provide daily / weekly / monthly updates and reports.
• Organising Quality workshops & training, where necessary
• Collaborating with Team Lead and team members to identify training, performance & quality requirements

We are looking for someone with:

• Proven QA/Quality Assurance experience (required)
• Demonstrable experience detecting fraud in banking, fintech, or financial services
• Knowledge of the language of bank transactions, including ACH, check, debit card, credit card, and wire transfers, both domestic and international
• Strong understanding of Know Your Customer (KYC), Anti-Money Laundering (AML), and risk assessment procedures
• Exceptional organizational and time management abilities
• Outstanding attention to detail with strong analytical and communication skills
• Proven problem-solving ability and initiative-taking mindset

WHY JOIN US?

At TELUS Digital, we value quality, innovation, and our people. You'll work with a collaborative team, access ongoing professional development opportunities, and play a meaningful role in shaping our operational success.

Ready to make an impact? Apply now and let's talk about how you can grow with us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.