Quality Analyst

Role & responsibilities

• Monitor and audit US Payment & Payroll voice calls as per QA parameters.
• Ensure adherence to SOPs, process guidelines, compliance and client requirements.
• Evaluate calls for accuracy, communication, customer handling and process adherence.
• Handle quality checks related to payments, fraud, disputes, chargebacks and payroll queries.
• Identify quality gaps and provide feedback/coaching to agents.
• Conduct calibration sessions with Operations/Training teams.
• Prepare QA reports, scorecards and performance dashboards.
• Identify recurring errors and support process improvement initiatives.
• Ensure proper handling of customer/employee confidential and payment-related information.

Preferred candidate profile

• Graduate with 25 years of experience as a Quality Analyst in an international voice process.

• Experience in US Payments / Banking / Payroll / FinTech processes preferred.

• Strong knowledge of fraud, disputes, chargebacks and payment processes.

• Good understanding of risk, compliance and data security.

• Excellent verbal and written communication skills.

• Strong analytical, auditing and problem-solving skills.

• Experience in call monitoring, quality scorecards, calibration and agent coaching.

• ( INTERESTED CANDIDATES CAN SHARE THEIR CV ON WHATSAPP)

• RISHITA- 9811335328