Senior Analyst Quality Assurance And Knowledge Management

Quality Management

Our Mission

Our goal is for everyone to make bolder choices with their finances.

To get there, were creating an all-in-one ecosystem of financial services for todays generation of goal-getters. That feat takes extraordinary people-those with the guts to challenge the way things are and transform them into something better.

To be part of Team Maya is to be Bolder for Better.

Description

CORE PROFILE

An Anti Fraud Quality Management Sr. Analyst 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.

NATURE OF WORK

• Performs Quality Assurance evaluations, according to the required monthly targets, agreed case sampling, documented and published policies and procedures.
• 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.
• Lead calibration with cross-functional teams and stakeholders to ensure adherence to the policies and procedures.
  
  

DISPLAYED SKILL MASTERY

• Fraud & Risk Domain Knowledge (Core)
  
  

Technical Understanding

• Understanding of fraud lifecyle: prevention>detection>investigation>recovery>reporting
• Familiarity with fraud controls, threshold, alerts, and risk scoring
  
  

Regulatory & Compliance Awareness

• BSP regulations and circulars related to fraud, and consumer protection
• Internal policies, SOPs, and regulatory audit expectations
• Quality Assurance & Review Expertise
  
  

QA 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
• 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.
• 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
• Tools, Systems, & Technical Proficiency
• Knowledge in fraud monitoring tools/systems
• Basic understanding of metrics (error rate, accuracy,)
• 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
• 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
  
  

EXPECTED RESULTS

• Can accurately assess whether fraud handling aligns with policy, regulations, and operational procedures.
• Delivers fair, defensible, and repeatable quality assessments.
• Have the ability to clearly and succinctly communicate and present new processes to the team.
• Turns QA findings into actionable risk insights.
• QA results withstand audit, regulatory, and management view.
• Efficient, data-driven QA execution and reporting
  
  

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 Us

Maya 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 countrys 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. https://www.bsp.gov.ph/

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