Reported successfully

The role is responsible to ensure all Super Agent/Merchant verification processes are followed in sync with KBZPay compliance. The role involves monitors SAM processes by conducting regular audits & system checks reviewing analysts’ work, identifying errors, providing feedback, and supporting continuous improvement.

Conduct QA reviews of SAM alerts and investigations.

• Audit report to management on SAM process compliance and maintain Quality score.
• Liaison with SAM team for NPS improvement over SAM documentation process.
• Ensure adequate coverage of analysts and alert types.
• Track QA review volumes and coverage
• Identify and classify errors (Critical, Major, Minor).
• Prioritise high, medium low risk operational risk aspects and work on mitigation SAM process.
• Monitor fraud and raise alarm if unethical practice is observed among the team.
• Cover 100% staff every month with Quality score and share reports regularly.
• Highlight process failure reasons and plans to eliminate process gaps and recommend process improvements
• Assist in updating SOPs, QA frameworks, support system and workflow enhancements.
• Flexible to work in shift assignments if required.
• Help promote and maintain a positive company image.

• Any Bachelor Degree Holder
• Able to communicate effectively at all levels
• Good presentation skills and people skills; team player
• Knowledge of customer service principles and practices
• Strong proficiency in Microsoft Word, Excel and PowerPoint
• Basic English Skill
• Demonstrates high energy,professionalism and maturity
• Being able to adapt to newsituations and environments is important.

• Prefer with at least 2 years of working experience in the related field is required for this position (Fresh graduate will be considered as well)

• A background in customer service is preferable.

• Experience working in banking / financial services would be an added advantage.