Quality Assurance Analyst - Fraud

Company Summary
DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America's First Smart Network™.
Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile.
Department Summary
Our investment in the future needs those with an eye on the bottom line. Our Billing & Credit teams work behind the scenes, dedicated to ensuring a seamless experience for millions of customers across all our brands while efficiently addressing any billing concerns.
Job Duties and Responsibilities
Key Responsibilities:

• Quality Assurance : Conduct regular audits, by reviewing recordings of inbound and outbound calls, customer files, and fraud tools, to provide real-time and ongoing monitoring and management of order and account information to ensure integrity, while preventing and detecting fraud
• Pattern Analysis : Identify patterns and trends that should be incorporated into current policies and procedures
• Provide Feedback: Summarize and deliver feedback to Wireless Fraud Care Specialists and their coaching staff
• Reporting and Documentation: Prepare detailed reports, highlighting key findings and recommendations for improvements; maintain comprehensive records of all QA activities and results
• Process Improvement: Collaborate with leadership to develop and refine policies, procedures, and strategies; provide insights and recommendations based on QA findings to enhance the program's overall efforts
• Compliance: Ensure that all fraud detection and prevention activities adhere to relevant legal, regulatory, and company standards

Skills, Experience and Requirements
Education and Experience:

• Bachelor's Degree or equivalent from four-year College or technical school, preferably in Accounting, Business Administration, Economics, Finance, Mathematics, Statistics or Criminal Justice
• 2+ years of related experience, or equivalent combination of education and experience
• Experience in fraud detection, risk management, or a related field preferred

Skills and Qualifications:

• Ability to analyze data, identify patterns, and recognize anomalies that may indicate fraudulent activity
• Experimentation, learns quickly when facing new situations, makes the most out of available resources
• Is a self-starter with an innate curiosity to explore and identify new process solutions
• Ability to collaborate in a team environment and across other teams
• Ability to formulate a problem statement based on observation gathered from customer interactions, and to suggest potential solutions
• Must be flexible to accommodate changing business requirements
• Detailed-oriented and strong interpersonal skills
• Intermediate level of proficiency in Microsoft Office and/or G-suite applications
• Position is on-site and employee must reside within drivable distance
• Ability to work weekends, evenings and/or holidays, as needed

Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.