Associate, Anti-fraud Quality Management

Metro Manila
Permanent
Full-time

10 days ago

CORE PROFILEAn Anti Fraud Quality Management Associate is responsible for independently assessing the accuracy, consistency, and compliance of fraud investigation activities to ensure effective risk mitigation, regulatory adherence, and customer protection. The role focuses on evaluating fraud case handling against established policies, procedures, and regulatory requirements; identifying quality gaps, control weaknesses, and emerging fraud risks; and translating quality insights into actionable feedback and process improvements. Through objective reviews, trend analysis, and stakeholder collaboration, the analyst supports continuous improvement in fraud operations, strengthens governance, and helps balance fraud risk, operational efficiency, and customer experience.NATURE OF WORK

Performs Quality Assurance evaluations, according to the required monthly targets, agreed case sampling, documented and published policies and procedures.
Participates and/or lead team discussions on process calibrations and alignment.
Capable of understanding complex processes/systems and putting them into documented work instructions and/or procedures.
Ensures proper cascade of the new or changed processes and/or regulations.
Provide coaching support to analysts to identify areas of opportunities and development.
Collaborates with cross-functional teams and stakeholders to ensure adherence to the policies and procedures.

DISPLAYED SKILL MASTERY1. Fraud & Risk Domain Knowledge (Core)Technical Understanding:

Understanding of fraud lifecyle: prevention

detection
investigation
recovery
reporting * Familiarity with fraud controls, threshold, alerts, and risk scoringRegulatory & Compliance Awareness:

BSP regulations and circulars related to fraud, and consumer protection
Internal policies, SOPs, and regulatory audit expectations

2. Quality Assurance & Review ExpertiseQA Fundamentals:

Strong understanding of QA frameworks (sampling, scoring, defect classification)
Ability to apply consistent evaluation standards across analysts and cases
Knowledge of root cause analysis (RCA) methodologies

3. Communication and Stakeholder Management

Ability to translate complex fraud findings into business-friendly language.
Confidently discusses QA results with fraud analysts, team leads/managers, and other partners.

4. Attention to Detail and Documentation Excellence

High attention to detail in transaction review, evidence assessment, policy interpretation
Writes clear, concise, audit-ready QA comments
Uses objective, evidence-based language
Maintains traceability between findings, policy and evidence

5. Tools, Systems, & Technical Proficiency

Knowledge in fraud monitoring tools/systems
Basic understanding of metrics (error rate, accuracy,)

6. Analytical and Critical Thinking Skills

Ability to analyze trends in QA scores, error types, analyst performance
Identify risk patterns and control gaps
Applies sound judgement in gray areas
Balances customer experiencem fraud risk, and compliance
Escalate issues appropriately based on impact

7. Coaching, Feedback, and Change Enablement

Provides constructive, actionable feedback
Identifies skill vs knowledge vs behavior gaps
Support analyst development through coaching insights
Supports process changes, regulatory updates
Helps team adapt by clarifying expectations and risks

REQUIRED QUALIFICATIONS

Graduate of Business Administration, Finance, Economics, and other related courses
Minimum of 1 year experience in current position
Experience as a top performer financial crime investigator or QA Analyst in a fintech/digital banks specializing in Fraud Operations, Risk & Compliance, or Audit.
Knowledge of MS Office, Reporting, QA-specific tools/systems, and fraud tools and systems
Knowledge in Data & Reporting Tools: QA Dashboards and Scorecards

About UsMaya is the all-in-one money platform that is bringing Filipinos bolder ways to master their money. It is powered by a unique integrated financial services ecosystem that addresses the ever-evolving needs of today’s generation of money makers through cutting edge technology.We lead millions of Filipinos — consumers, businesses, communities, and government agencies alike — into a version of the current digital economy that’s more inclusive, transparent, and empowering than ever.We are powered by the country's only end-to-end digital payments company Maya Philippines, Inc. and Maya Bank, Inc. for digital banking services.Maya Bank, Inc. and Maya Philippines, Inc. are regulated by the Bangko Sentral ng Pilipinas.

Maya Philippines

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