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Fathom Digital ManufacturingQuality Engineer
Quality Engineer Technician responsible for developing and operating CMM for precise measurements. Ensuring components meet quality standards and tolerances in manufacturing process.
About the role
- Monitor and assess case handling performance of Risk Operations associates across all communication channels to ensure compliance, accuracy, and adherence to established quality standards in fraud detection and risk mitigation.
- Lead regular calibration sessions with QA peers and team leads to maintain consistency in quality evaluations, ensure fairness in scoring, and align on quality benchmarks and best practices.
- Identify gaps or compliance risks in analysts’ investigations, decision-making, or communication, and provide timely, constructive feedback with clear action points for improvement.
- Conduct one-on-one coaching sessions on a weekly basis to address performance gaps, strengthen analytical and investigative skills, and reinforce proper procedures for fraud and risk case handling.
- Review and analyze customer escalations and dissatisfaction reports related to fraud or account security to uncover process inefficiencies, training gaps, and root causes, and propose sustainable corrective measures.
- Partner with the Risk Operations and Fraud Investigation teams to refine workflows, enhance detection accuracy, minimize false positives, and improve overall fraud prevention strategies.
- Act as a secondary review layer for complex or high-risk cases to ensure proper resolution, accurate documentation, and alignment with internal standards and compliance protocols.
- Utilize quality performance data and analytics to identify trends, recurring issues, and opportunities for improvement; compile insights and recommendations for presentation to CX and Risk Leadership Teams.
- Design and deliver targeted coaching or refresher training sessions focused on improving fraud analysis, verification accuracy, and customer communication effectiveness.
- Collaborate closely with the Compliance team to update QA frameworks, SOPs, and quality guidelines in line with evolving regulatory requirements and emerging fraud patterns.
- Support operational readiness activities for new tools, policies, and fraud-detection systems by documenting potential risk scenarios and participating in pilot testing.
- Contribute to continuous improvement initiatives aimed at strengthening fraud prevention, risk controls, and the overall customer experience.
- Perform other related duties as assigned by the immediate supervisor that support business operations and company objectives.
Requirements
- Bachelor’s degree in Business Administration, Risk Management, Finance, Economics, or related fields, or equivalent work experience.
- Experience in quality assurance, fraud investigation, or risk operations within financial services, fintech, or international BPO environments.
- Strong understanding of fraud patterns, transaction monitoring, risk analysis, and KYC/AML processes.
- Proven analytical and critical thinking skills, especially under pressure or in high-volume case environments.
- Proficiency in Google Workspace and familiarity with data management and reporting tools.
- Knowledge of AI-assisted fraud detection systems or process automation is an advantage.
- Excellent written and verbal communication skills in both English and Filipino, with the ability to deliver constructive and objective feedback.
- Strong interpersonal skills and a collaborative mindset; able to work effectively with cross-functional teams.
- High attention to detail and accuracy, with the ability to work independently and manage multiple priorities.
- Results-driven and proactive, demonstrates ownership, accountability, and execution excellence in every task.
Benefits
- Meaningful Collaborations
- Scalable Growth
- A Space For Bright Ideas
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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