Junior Quality Assurer, Fraud Prevention
Uphold Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Braga • Portugal
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Job Level
About the role
- Review and evaluate customer service interactions (emails, chats, and voice calls) handled by the Fraud Prevention team across CRM platforms and fraud prevention tools, ensuring adherence to established quality frameworks and compliance standards.
- Score agent performance using defined QA rubrics, providing clear, actionable, and constructive feedback to support continuous improvement.
- Identify recurring error patterns, knowledge gaps, and procedural inconsistencies, and escalate findings to team leads and training teams.
- Monitor adherence to fraud prevention procedures, regulatory requirements, and internal policies during customer interactions.
- Collaborate with the Fraud Prevention Management staff to develop and refine QA scorecards, guidelines, and evaluation criteria.
- Track and report on individual and team quality metrics, producing regular performance reports for management using our QA platform and other Google Workspace tools (Docs, Sheets).
- Partner with the Training team to translate QA findings into targeted coaching sessions and training content.
- Participate in calibration sessions to ensure scoring consistency across the QA team.
- Contribute to the continuous improvement of fraud-related customer service workflows and standard operating procedures.
Requirements
- Bachelor's degree in a relevant field or equivalent practical experience.
- 2+ years of experience in a customer service quality assurance role, ideally within a fintech, financial services, or fraud-related environment.
- Solid understanding of fraud prevention concepts, customer service best practices, and compliance fundamentals.
- Strong analytical skills with the ability to interpret quality data and translate insights into actionable recommendations.
- Strong written and verbal communication skills in English, with the ability to deliver feedback clearly and constructively.
- High attention to detail and a structured, methodical approach to evaluating interactions.
- Team-oriented mindset with a proactive approach to problem-solving and process improvement.
Benefits
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assurancefraud preventiondata analysisperformance reportingcustomer service best practicescompliance standardsQA rubricscoachingevaluation criteriaprocedural improvement
Soft Skills
analytical skillswritten communicationverbal communicationattention to detailproblem-solvingteam-orientedproactive approachconstructive feedbackmethodical approachcollaboration