Quality Analyst

Key Responsibilities

• Conduct quality audits of US payment transactions and operational activities.
• Review transactions for accuracy, completeness, and compliance with established procedures.
• Validate payment processing, refunds, reversals, settlements, and transaction status.
• Identify discrepancies, processing errors, and potential risks, and coordinate with operations teams for resolution.
• Ensure adherence to SOPs, client guidelines, internal controls, and compliance requirements.
• Perform root-cause analysis to identify recurring errors and recommend corrective actions.
• Prepare quality reports, maintain audit records, and track quality performance metrics.
• Monitor transaction accuracy, error rates, turnaround time, and other quality KPIs.
• Participate in calibration sessions with Operations, Training, and Quality teams.
• Provide feedback to team members to improve accuracy and process performance.
• Support process improvement initiatives to reduce errors and enhance operational efficiency.

Mandatory Requirements

• Minimum 2 years of overall professional experience.
• Graduation is mandatory.
• Minimum 2 years of relevant experience in US Payments.
• Experience in payment processing, transaction auditing, or Quality Assurance is required.
• US international voice process experience is mandatory.
• Domestic voice experience will not be considered.
• Good understanding of payment transactions, refunds, reversals, settlements, and payment disputes.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Good communication and stakeholder-management skills.
• Proficiency in MS Excel and quality reporting.
• Must be comfortable working in US shifts and from the office in Gurugram.
• Must be comfortable with a one-way cab facility.
• PF registration with the previous organization is mandatory.