Fraud Quality & Continuous Improvement Analyst
Fraud Quality & Continuous Improvement Analyst
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Job Description
About Addi
We are a leading financial platform building the future of payments shopping and bankinga world where consumers and merchants can transact effortlessly grow together and where we create abundance and generate pride in them. Today we serve over 2 million customers and partner with more than 20000 merchants making Addi Colombias fastest-growing marketplace.
We provide banking solutions (deposits payments unsecured credit) and commerce services (e-commerce marketing) using state-of-the-art technology bridging the financial gap for millions and redefining how people experience financial freedom. As the countrys leading Buy Now Pay Later provider we have secured regulatory approval to operate as a bank unlocking even greater opportunities for our the past year we have also achieved profitability reinforcing the strength of our business model and our ability to scale sustainably.
Our mission has earned the trust of world-class investors including Andreessen Horowitz Architect Capital GIC Goldman Sachs Greycroft Monashees Notable Capital Quona Capital Union Square Ventures Victory Park Capital and more who back our vision for the future. With their support we are not just growingwe are transforming Latin Americas financial ecosystem and shaping the next generation to shop pay and bank in Colombia.
But what truly sets us apart is how we build. We are a conscious company driven by deep experience in scaling technology services and products and we live by our values every day.
About the Role
Drive operational excellence by analyzing providing feedback and ensuring compliance with quality standards across operational teams (customer service fraud prevention and collections). This roles core purpose is to optimize the overall performance of the operations team identify best practices and improve the user experience through data-driven insights and continuous process improvement.
Whats the mission youll drive
Ensure the implementation of best-in-class internal processes to authenticate over 100k new clients and 1.5k new allies monthly. Build and lead a high-performance fraud operations engine that proactively detects and prevents evolving fraud vectors while instilling a culture of process discipline monitoring and continuous improvement.
What you will do
Improve Operational Quality: Regularly audit agent interactions and case handling to ensure compliance with procedures and quality standards.
Provide Actionable Feedback: Deliver constructive and practical feedback to agents collaborating with the team lead to implement continuous improvement plans.
Drive Efficiency: Partner with the training team to develop and implement initiatives that improve key operational KPIs and address business needs.
Identify Improvement Opportunities: Analyze performance data to identify and lead the implementation of process improvement initiatives that increase the teams overall efficiency and quality.
Strengthen Knowledge Management: Proactively maintain and update the teams internal knowledge base to ensure information is accurate and timely thereby improving first-contact resolution.
Create Analytical Reports: Generate and maintain qualitative and quantitative reports on agent performance process findings and improvement opportunities providing clear and valuable insights to the area leader.
What were looking for
Experience and Skills in Quality & Operations
Relevant Experience: A minimum of 3 years of experience in a quality operations analysis or risk management role preferably within a fraud or compliance team.
Process Mastery: A strong aptitude for rapidly mastering complex domains such as identity verification payments and compliance in order to effectively audit decisions and workflows.
Continuous Improvement: Experience in identifying and implementing process and workflow improvements based on quality audit findings to mitigate operational risk.
Impact Analysis: The ability to analyze and articulate the business impact of operational shortcomings on key metrics like customer experience and decision accuracy.
Analytical Skills and Data-Driven Approach
Data Analysis: Proficiency in leveraging data analysis tools (such as SQL) to model monitor and optimize operational performance as well as to identify trends in quality errors.
Root Cause Analysis: A strong grasp of data-driven analysis including root cause analysis and performance measurement to guide improvement priorities and team training.
Decision Logic: The ability to understand and apply triage logic and decision frameworks providing feedback on their effectiveness and proposing adjustments.
Communication and Collaboration Skills
Effective Communication: The ability to distill complex analyses and quality findings into clear persuasive narratives both in writing and verbally for team leads and key stakeholders.
Collaboration: A talent for working with Operations Product and Engineering teams to ensure that quality standards are maintained and integrated into the design of new products and processes.
Mentorship: The ability to provide constructive feedback and mentorship to agents fostering a culture of analytical rigor and continuous improvement within the team.
Why join us
Work on a problem that truly matters We are redefining how people shop pay and bank in Colombia breaking down financial barriers and empowering millions. Your work will directly impact customers lives by creating more accessible seamless and fair financial services.
Be part of something big from the ground up This is your chance to help shape a company influencing everything from our technology and strategy to our culture and values. You wont just be an employeeyoull be an owner
Unparalleled growth opportunity The market were tackling is massive and were growing faster than almost any fintech lender at our stage. If youre looking for a high-impact role in a company thats scaling fast this is it.
Join a world-class team Work alongside top-tier talent from around the world in an environment where excellence ownership and collaboration are at the core of everything we do. We care deeply about what we build and how we build itand we want you to be a part of it.
Competitive compensation & meaningful ownership We believe in rewarding our talent. Youll receive a generous salary equity in the company and benefits that go beyond the basics to support your growth.
How the hiring process looks like
We believe in a fast transparent and engaging hiring experience that allows both you and us to determine if theres a great fit. Heres what our process looks like:
Step 1: People Interview (30 min)
A conversation to get to know youyour values motivations and professional journey.Step 2: Assesment Center (120min)
With this technical challenge we want to see your skills and expertise in partner verification and fraud prevention. We expect that you invest 2 hours on it with our team to validate:Your ability to analyze documentation and identify inconsistencies or warning signs
Your approach to decision-making based on internal criteria and available data
How you escalate risk cases and justify your assessment clearly and accurately
We value efficiency and respect for your time so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you just as much as it is for us. Regardless of the outcome we are committed to always providing feedback ensuring that you walk away with valuable insights from your experience with us.
Required Experience:
IC
Employment Type
Full-Time
