Position SummarySupports operations in enhancing its quality of service through ensuring a strong process for operational risks management and governance on fraud prevention and control.The role is expected to carry out the following:1) Conducts fraud investigations to detect and prevent fraud or abuse.2) Ensures information security policies and procedures as defined by the client are followed by the program.3) Ensures monitoring and reporting of business criticals as defined by the clients.Functional Responsibilities* PSA is a dedicated resource as stipulated in the Statement of Work. As a dedicated PSA, mastery of the account supported is important.• Data mining and analysis - provides analysis based on raw data.• Investigation - coordinates with different point persons, investigating software codes.• Analysis presentation - discusses findings with the Account General Manager. May also do client presentations subject to Account General Manager's request.• Spot check audit - continuously audits and monitors established policies and guidelines.• Creation of incident report - files incident report on agreed violation of policy.• Attend admin hearings - attends admining hearing as a resource person discussing the nature of the incident report and how it was established.• Assistance in development of process improvement to minimize fraud within the account supported- able to assist operations in strengthening controls for fraud prevention controls. Flags and presents any possible risk as seen in the audit of processes.• Recommendation - evaluates cases for patterns and trends to identify failures in policies, procedures and/or internal controls.• Risk assessment of accounts - regular risk assessments for the account supported.• Continuous fraud awareness program - covers management and agent level. Includes monitoring for iWATCH.• Handles any possible fraud investigations as requested by the company or the clients and provide objective documented findings.• Ensures all fraud control compliance measures are completed as directed by the Fraud and Risk Lead.• Completes regular Products and Policies testing and other requirements to ensure continued skill improvement required to accomplish the tasks assigned.• Performs tasks assigned by the Fraud and Risk Lead/Sr Manager for the accomplishment of the account's and/or department's objectives.Internal CustomersTELUS International (TI)/ TELUS CommunicationsExternal CustomersExternal Clients (provided that Management is aware of all interaction)Interaction: Onshore Reporting Team,EducationBachelor's Degree (preferably with background in Statistics, Research and Testing)Required CertificationNone. However must complete PSA certification and Documentation training from Process Intelligence.(a plus to have any QA Centric Training/Certification such as TQM, Six Sigma, COPC, Anti Fraud certifications etc.)Work ExperienceSix (6) months working experience in a call center, customer service, or quality control field with impeccable performanceTechnical SkillsProficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage (a plus to have any programming skills).Specific Line of Business experience might be specified depending on the need of the business.A detailed knowledge on the tools for Root Cause Analysis.General and working knowledge on process improvement and risk management.Knowledge of key business measures (CST, Customer Survey Results, etc) and understanding of the key risks and controls of these areas.Other SkillsAnalytical skills.Problem-solving and decision-making skills.Excellent oral and written communication skills.Adaptive to changing work schedules.Active listening skills.Operates with minimal supervision.Multi-tasking skills.Demonstrated ability to redesign processes to increase productivity.CompetenciesValue AttributesAttribute DefinitionExpected Performance Behaviour/sBeing CreativeChallenging the status quo. Constantly seeking to make our products, services and customer experiences better in support of our brand promise - the future is friendly.- Learns about new technologies- Suggests ways we can do things better for our business and customers- Embraces and shares new ideas- Allows others to challenge ideas/options/solutions and respectfully challenges othersRisk Taking and ImplementingEffectively planning, organizing and prioritizing work. Taking considered risks and driving progress to ensure successful completion of objectives.- Approaches problems or issues in a logical and inclusive manner- Applies appropriate effort based on level of priorityLearningSeeking to develop, share, learn and collaborate. Striving for continuous improvement.- Takes initiative around self - learning- Utilizes professional formal, informal and/or social opportunities to develop, share and collaborate- Integrates feedback and trying new tasks into developmentDriving ResultsDemonstrating a passion and ability to help TELUS compete and win in the marketplace. Delivering on our brand promise - the future is friendly - for our customers.- Takes action to execute on plans and objectives- Recognizes others contributions- Takes responsibility to understands how their own performance helps the organization succeedDeveloping Team MembersCoaching, mentoring and supporting fellow colleagues to help build their skills and expertise.- Identifies development opportunities to grow and stretch self in current and future roles- Leverages peer to peer development- Works to increase self-awareness and promote strengths- When applicable, actively leverages opportunities, such as Work Styles, to create suitable life-work balance for selfCollaboratingSharing knowledge, creativity and experiences to build strong working relationships. Demonstrating shared responsibility with your fellow colleagues.- Works with others, despite any differences, to achieve identified outcomes- Acknowledges and respects others' ideas and opinions- Utilizes, when appropriate, collaboration tools and technologiesDemonstrating IntegrityWorking in an ethical manner and supporting diversity. Doing the right thing based on your conscience and the faith your fellow colleagues place in you.- Demonstrates authenticity by following through on commitments- Presents the truth directly and respectfully- Builds trust amongst peers and team- Adheres to organizational codes of conduct and ethical principlesCommunicatingListening to, and appreciating, the ideas of others. Engaging in open and trustworthy conversations, regardless of level.- Asks questions to ensure understanding and clarity- Identifies what, when and who to release information to- Professionally utilizes verbal, written & social media methods to communicate with team members and customersDecidingMaking logical choices in a timely manner to provide future friendly experiences to our customers and to move the business forward.- Recognizes opportunities for action- Demonstrates confidence to act- Contributes to exploring different approaches/solutions with others- Addresses priorities with a sense of urgencyInitiatingBeing a self--starter, proactively progressing opportunities.- Takes ownership to proactively address challenges/issues, wherepossible , for team members and customers- Demonstrates desire to achieve and excel on identified goalsAdaptingAdjusting as our business evolves and our customers' expectations change. Staying positive and helping fellow colleagues through change and ambiguity.- Acts with self-control when dealing with change and/or uncertainty- Positively embraces change- Perseveres until desired results are achieved working through obstacles and setbacks- Achieves an understanding of new concepts, methods, procedures and technology
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