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Quality Assurance Manager
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DISH, an EchoStar company, has been at the forefront of connectivity innovation for over 40 years. Our diverse portfolio includes satellite television service, live-streaming, on-demand programming, smart home installation services, mobile plans, and products. We're building America's First Smart NetworkTM, revolutionizing the way we connect and interact.
Department OverviewOur Billing & Credit teams are the backbone of our seamless customer experience. They work tirelessly to ensure efficient billing processes, addressing concerns with precision and care. As a key member of this team, you'll play a vital role in shaping our quality assurance strategy.
Job Responsibilities- Leadership and Team Management: Lead and mentor a team of Quality Assurance Analysts, providing guidance, training, and support to meet performance goals and adhere to best practices.
- Quality Assurance Strategy: Develop and execute a comprehensive quality assurance strategy for fraud detection and prevention, ensuring processes and systems are effective, efficient, and aligned with industry standards.
- Process Optimization: Analyze current fraud detection processes and outcomes, identifying areas for improvement and implementing changes to enhance the effectiveness of fraud prevention measures.
- Reporting and Analysis: Oversee the preparation of detailed reports on fraud quality assurance activities, analyzing trends, patterns, and data to provide actionable insights and recommendations to senior management.
- Training and Development: Develop and deliver training programs for Quality Assurance Analysts and other relevant staff on quality assurance procedures and best practices.
- Project Management: Lead Quality Assurance-related projects, managing project timelines, resources, and deliverables effectively.
- Compliance and Standards: Ensure all fraud quality assurance activities comply with relevant legal, regulatory, and company standards, staying informed about industry regulations and adjusting processes as needed.
- Cross-Functional Collaboration: Work closely with leadership and other departments, such as IT, Risk Management, and Customer Service, to ensure seamless integration across the organization.
- Education and Experience: A BA/BS or equivalent experience, with a minimum of 5 years of experience in Fraud Quality Assurance, fraud prevention, risk management, or a related field.
- Skills and Qualifications: Strong team building, leadership, and communication skills, with the ability to manage multiple projects/initiatives simultaneously. Proficient in Microsoft Office and/or G-suite applications.
We offer a comprehensive benefits package, including versatile health perks, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan. Compensation is based on the role's location and is subject to change based on work location. Candidates must successfully complete a pre-employment screen, which may include a drug test and DMV check.