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Quality Assurance Manager

2 months ago


Chandler Arizona, United States DISH Full time
About DISH

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 Overview

Our 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.
Requirements
  • 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.
Benefits

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.