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:
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Acclimate new hires to the business and conduct orientation sessions as well as be of support and a mentor.
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Create comprehensive and effective training and knowledge/skill developing programme.
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Liaising with managers to determine training needs and schedule training sessions.
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Direct structured learning experiences and monitor their quality results.
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Conducting of periodical refresher training and tests to ensure both PA and SL are at an optimal level of skill and knowledge.
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Assess training effectiveness to ensure incorporation of taught skills and knowledge into employees work behaviour.
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Gathering of information relevant to the teams, compiling and updating of knowledge base.
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Upkeep of Knowledgebase
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Deliver training courses.
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Periodically evaluate ongoing training programs to ensure that they reflect any changes and still relevant to current practises.
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Stay updated with new trends, tools, and processes.
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Scoping of information when new PSP’s are introduced, prepare articles and relevant training.
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Be the point of reference for the Payments Analyst/Shift Leaders when questions arise, 2nd opinion required and validation on action taken is needed.
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Agent’s quality reviews
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In conjunction with the Team Leaders, check, analyse and report Payments Analysts and Shift Leader quality results. To fill in Training Documents and reports
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To create and schedule in new training groups.
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Assist in day-to-day tasks when needed
Requirements for the role:
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At least 2 years experience in Payments and Fraud
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Prior experience as a trainer or a similar position
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Prior Customer support experience
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Excellent interpersonal and communication skills.
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Excellent organizational skills.
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Excellent presentation, and problem-solving skills
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Excellent people management skills
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Ability to work efficiently in a fast-paced environment