Conduct process training activities such as, but not limited to, recent hire training, process

refresher training, cross-skilling and other activities that provide learning prospects for the

team.
Cascade information and escalate issues that will impact the team and/or its customers.
Facilitate testing activities for any new GP products or systems launched by the business
Conduct random quality checks for each analyst to assist the Team Lead in identifying areas for

improvement needed to manage team and individual quality performance.
Review errors by the team and ensure that each incident is documented, resolved, and chance areas

are addressed accordingly.
Create case briefs and quality finding write-ups




Ensure that SOPs are kept up-to-date and cascaded to the team.
Ensure that SLAs are consistently met by:
Assisting the Team Lead in monitoring the daily queues.
Maintaining the teams weekly MI.
Handle merchant escalations.
Perform tasks and/or projects assigned by the Manager/Director as and when necessary.
Supporting the delivery of the Worldwide Risk Team’s projects and business initiatives.
Recommend Risknet enhancements and process improvements in relation to the detection and prevention

of high risk and fraudulent activity.

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