Location:Onsite (Cork HQ, Mahon)Type:Permanent positionSalary:€38,500 gross p/a + monthly performance bonusShifts: Mon-Fri subject to change (weekend coverage, shifts may be introduced in the future)Position OverviewThe role of Operations Quality Analyst will involve providing guidance and direction to team members in best practice methodology using client guidelines and risk assessment processes. The role will be to support the operation through Quality audits, analysis and coaching. You will work with the Team Leads to ensure that support is given on an individual basis to meet agreed internal targets. Your key focus will be to assess and improve the Quality scores and processes across the operation. This will involve working closely with the management team and the client to best support performance management and team member development.This will involve support and development of team members at all levels. You will be working closely with the Training and Quality teams to drive Operational improvement through innovation and creative thinking.You'll be working specifically within our Financial Crime operations team, for our Fintech client, reviewing the quality of AML investigations, fraud cases, sanctions screening, KYC decisions, and transaction monitoring alerts. Experience in banking, payments, fintech, or financial services compliance is essential.What we offer:Stable job: permanent employment contractsPerformance-based bonusOpportunity to advance your careerGreat rewards for referring your friendsMultilingual exposure: improve your spoken and written language skillsInspiring and fun environment. Our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gymCommunity projects. Want to make the world a better place? We run CSR (corporate social responsibility) events all year longPrivate medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional packageBike-to-work tax reliefPension schemeMaternity and paternity leaveAccess to GP care and an occupational health advisorSubsidized canteenResponsibilities:Assist in helping team members with live case management and questions about quality, tools usage, risk assessment and accuracy of responses.Responsible for coaching/feedback sessions for individual team members to develop their core skills and improve performance.Perform Quality audits & Accuracy reviews, as requiredCreate an open and honest feedback flow with Management regarding team members performance and recommendations.Maintain all relevant performance recordsProvide assistance, support and training materials, as requiredProvide daily / weekly / monthly updates and reports.Organising Quality workshops & training, where necessaryCollaborating with Team Lead and team members to identify training, performance & quality requirementsIdentify and implement initiatives for Quality improvementConduct ad-hoc projects, tasks and deep dives, as requestedMaintaining up to date expertise on company products, procedures & processesAdditional responsibilities as required by the roleCore competencies:Risk assessment focused, with the ability to deal both with your colleagues, team managers and customers in a friendly, respectful and polite mannerExperience in detecting fraud in banking, fintech, or other financial servicesExperience in financial services risk operations (AML, fraud, sanctions, KYC, or transaction monitoring) is required - ideally in banking, fintech, payments, or compliance environmentsPrevious experience with QA/Quality assurance roles is requiredUnderstand the language of bank transactions, including ACH, check, debit card, credit card, and wire transfers, both domestic and internationalDemonstrate risk and compliance knowledge: a strong understanding of Know Your Customer (KYC), Anti-Money Laundering (AML), and risk assessment procedures is preferredExcellent organisational skills with the ability to plan & prioritise your tasks to complete your workloadStrong multi-tasking with excellent time management skillsStrong attention to detail, analytical skills and excellent communication are essential with a proactive and positive approach to tasksMust have the ability to take ownership of this role, and constantly strive to make continuous improvements to the quality and performance functionExcellent listening skills essential as well as being empathetic to the needs of the team members, management and clientsMust have a passion for learning and developmentAbility to maintain professionalism and confidentiality with informationYou will have a proven ability to deal with problems and solve them effectivelyAn effective team player, you will be motivated, hardworking, and needs to be very flexibleJoin our team and apply nowApply now and if you're successful with your initial application, our recruitment department will be in touch within 7 days.Are you worried your profile doesn't meet all the listed requirements? Don't hesitate to apply anyway We wouldn't like to miss the opportunity of meeting a great candidate.About us:Since founded in 1998, excellent customer service is our passion we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.