Trust & Safety Quality Analyst

Job description

About Us: the employer is a leading fintech platform in Saudi Arabia and the GCC, serving over 25 million customers and 130,000 partner merchants across retail, travel, education, healthcare and more. Your Role: You will lead the end‑to‑end quality assurance framework in the Trust & Safety department and evaluate fraud investigators to ensure accuracy, regulatory compliance and customer experience. Responsibilities: Design the QA scorecard and evaluation methodology for investigations; lead weekly Deep‑Dive sessions with team leads and investigators to align decision logic; provide data‑driven feedback and coaching; conduct root‑cause analysis for fraud losses; collaborate with Product and Engineering to enhance tools and processes; support high‑risk decision making; perform regular audits of closed cases.

Requirements

• Knowledge of Excel, SQL and Python
• Bachelor's degree in a related field or equivalent experience
• 3+ years experience in fraud prevention, compliance or AML with at least 1‑2 years in Quality Assurance or senior analyst role
• Bilingual fluency in English and Arabic
• Strong analytical skills and attention to detail
• Excellent communication and interpersonal skills
• Exceptional empathy for customers and team members with ability to stay calm and decisive under high‑pressure situations

Skills