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Department: Financial Crimes / Fraud Operations
Location: Noida
Shift: Rotational / US Business Hours Coverage (Initial Shift: 5:30 PM 2:30 AM)
Reports To: Team Lead / Operations Manager

Role Summary

We are seeking a detail-oriented and analytical Quality Analyst Fraud Operations to support quality monitoring, process compliance, and operational excellence across fraud monitoring functions including Debit Card Alerts, Credit Card Alerts, IVR/Call Center Fraud Interactions, Tokenized Wallet Activity, and Suspected Fraud Review queues.

The role will be responsible for evaluating fraud investigations, ensuring adherence to SOPs and regulatory guidelines, identifying process gaps, and driving continuous improvement initiatives to enhance fraud detection accuracy, customer experience, and operational efficiency.

The ideal candidate should possess strong analytical capabilities, an understanding of fraud operations processes, and the ability to provide actionable feedback to improve team performance and reduce operational risk.

Key Responsibilities

1. Quality Monitoring & Audit

- Conduct quality evaluations of fraud alert reviews and customer interactions across debit card, credit card, IVR, and tokenized fraud queues.
- Assess adherence to internal SOPs, compliance requirements, fraud handling guidelines, and SLA standards.
- Identify process deviations, documentation gaps, and investigation inaccuracies.
- Ensure proper fraud tagging, escalation handling, and account actioning are completed accurately.

2. Fraud Investigation Quality Review





- Review analyst decisions related to suspicious transaction identification and customer verification processes.
- Evaluate accuracy of card blocking, token deletion, warming actions, and replacement card processing.
- Validate whether fraud indicators and customer behavior patterns were analyzed appropriately.
- Ensure correct handling of false positives versus confirmed fraud cases.

3. Feedback & Coaching Support

- Provide structured and timely feedback to fraud analysts based on audit findings.
- Highlight recurring errors and improvement opportunities through coaching discussions.
- Support team leaders in driving performance improvement initiatives.
- Assist in developing quality awareness across operational teams.

4. Reporting & Process Improvement

- Prepare daily, weekly, and monthly quality reports and trend analyses.
- Identify emerging fraud handling gaps, operational risks, and recurring compliance issues.
- Recommend process enhancements to improve fraud detection effectiveness and reduce customer impact.
- Support calibration sessions to maintain consistency in quality evaluations.

5. Compliance & Risk Adherence

- Ensure adherence to banking policies,



fraud prevention controls, and regulatory standards.
- Monitor compliance with customer authentication and verification procedures.
- Escalate critical quality concerns and high-risk observations in a timely manner.
- Maintain confidentiality and integrity of customer and transaction data.

Required Skills & Competencies

- Strong analytical and problem-solving skills
- Understanding of fraud operations and transaction monitoring processes
- Knowledge of debit card and credit card fraud lifecycle
- Experience in fraud tools such as Actimize, TSYS, Pindrop preferred
- Excellent verbal and written communication skills
- Strong auditing and quality evaluation abilities
- High attention to detail and accuracy
- Ability to work in rapid-paced, real-time operational environments
- Good decision-making and risk assessment capabilities
- Proficiency in MS Excel and reporting preparation

Preferred Qualifications

- Graduation/Post-Graduation in any discipline
- Prior experience in Fraud Operations Quality, Banking Operations QA, or Financial Crime Quality functions preferred
- Experience in US Banking / Card Fraud domain will be an added advantage

Success Measures / KPIs

- Quality scores achieved
- Audit accuracy and consistency
- SLA adherence
- Reduction in operational errors
- Improvement in fraud detection quality
- False positive reduction support
- Feedback effectiveness and coaching impact
- Process compliance adherence
- Escalation quality and timeliness

📌 Quality Analyst (Fraud Operations) (Uttar Pradesh)
🏢 NLB Services
📍 Uttar Pradesh