Quality Assurance Manager - Fraud

Quality Assurance Manager - Fraud

14 Sep 2024
Arizona, Chandler, 85224 Chandler USA

Quality Assurance Manager - Fraud

Company SummaryDISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America’s First Smart Network™.Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile.Department SummaryOur investment in the future needs those with an eye on the bottom line. Our Billing & Credit teams work behind the scenes, dedicated to ensuring a seamless experience for millions of customers across all our brands while efficiently addressing any billing concerns.Job Duties and ResponsibilitiesKey Responsibilities:

Leadership and Team Management: Lead and mentor a team of Quality Assurance Analysts; provide guidance, training, and support to ensure the team meets performance goals and adheres to best practices

Quality Assurance Strategy: Develop and execute a comprehensive quality assurance strategy for fraud detection and prevention; ensure that processes and systems are effective, efficient, and aligned with industry standards

Process Optimization: Analyze current fraud detection processes and outcomes; identify areas for improvement, and implement changes to enhance the effectiveness of fraud prevention measures

Reporting and Analysis: Oversee the preparation of detailed reports on fraud quality assurance activities; analyze trends, patterns, and data to provide actionable insights and recommendations to senior management

Training and Development: Develop and deliver training programs for Quality Assurance Analysts and other relevant staff on quality assurance procedures and best practices

Project Management: Lead Quality Assurance related-projects; manage project timelines, resources, and deliverables effectively

Compliance and Standards: Ensure that all fraud quality assurance activities comply with relevant legal, regulatory, and company standards; stay informed about industry regulations and adjust processes as needed

Cross-Functional Collaboration: Work closely with leadership and other departments, such as IT, Risk Management, and Customer Service, to ensure seamless integration across the organization

Skills, Experience and RequirementsEducation and Experience:

A BA/BS or equivalent experience

Minimum of 5 years of experience in Fraud Quality Assurance, fraud prevention, risk management, or a related field.

3+ years of experience in a managerial/supervisory role

Skills and Qualifications:

Strong team building, leadership, and communication skills

Ability to manage multiple projects/initiatives simultaneously

Ability to analyze data, identify patterns, and recognize anomalies that may indicate fraudulent activity

Actively learns through experimentation, learns quickly when facing new situations, makes the most out of available resources

Is a self-starter with an innate curiosity to explore and identify new process solutions

Ability to collaborate in a team environment and across other teams

Ability to formulate a problem statement based on observation gathered from customer interactions, and to suggest potential solutions

Detailed-oriented and strong interpersonal skills

Must be flexible to accommodate changing business requirements

Proficient in Microsoft Office and/or G-suite applications

The position is on-site and employee must reside within a drivable distance

Ability to work weekends, evenings, and/or holidays, as needed

Salary RangesCompensation: $83,950.00/Year - $119,900.00/YearBenefitsWe offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to the employee or others, or is otherwise not required by law.

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