Role & responsibilities

This role supports quality assurance, risk oversight, and operational excellence for frontline teams serving US SMB customers across the Accounting application Payments, Banking, Capital, and Money Movement ecosystem. Unlike traditional QA roles, this position acts as a critical control point requiring deep expertise in banking operations, ACH networks, merchant services, card processing, settlements, funding workflows, disputes, chargebacks, fraud controls, lending support, and money movement investigations.

1. Technical & Money Movement Auditing

- Evaluate customer interactions involving ACH payments, card processing, merchant settlements, deposits, withdrawals, funding activities, lending support, and banking workflows.
- Assess the quality of investigations involving ACH returns, failed deposits, settlement delays, payment reversals, funding exceptions, dispute outcomes, and chargeback cases.
- Audit interactions related to merchant onboarding, merchant servicing, payment holds, reserves, risk reviews, account restrictions, and funding release decisions.

2. Risk, Governance & Policy Oversight

- Evaluate adherence to NACHA guidelines, internal risk frameworks, KYC requirements, AML controls, fraud prevention policies, and operational governance standards.
- Review ownership behaviors, escalation decisions, documentation quality, investigative rigor, and customer resolution effectiveness.

3. Root-Cause Analysis & Process Improvement

- Assess how effectively employees identify root causes across multiple systems, partners, and payment touchpoints (including accounting platforms like Tally, Zoho, Sage, NetSuite, QuickBooks).
- Perform trend analysis to identify recurring operational failures, payment risks,



merchant servicing issues, training gaps, and customer pain points.

4. Coaching, Communication & Commercial Effectiveness

- Evaluate customer communication for clarity, professionalism, compliance, risk management, expectation setting, and confidence-building.
- Assess the ability of frontline agents to explain complex banking and payments concepts using easy customer-friendly language.
- Evaluate consultative sales behaviors, ecosystem recommendations, attach opportunities, and value-based solutioning across Payments, Banking, Capital, Payroll, and Accounting products.
- Deliver coaching recommendations that improve investigation quality, payments expertise, customer outcomes, compliance adherence, and commercial performance.

5. Collaboration & Continuous Learning

- Partner closely with Training and Operations teams to convert quality findings into capability-building initiatives.
- Participate in calibration exercises and quality governance reviews to ensure scoring consistency.
- Remain current on banking, merchant services, fintech innovations, regulatory expectations, payment network changes, and Accounting application ecosystem enhancements.

Preferred candidate profile

1. Domain & Technical Background

- US Banking & Payments Expertise: Proven experience in Banking, Merchant Services, Payment Processing, Treasury Operations, FinTech, Risk Operations,



or Money Movement ecosystems.
- Payment Lifecycle & Network Knowledge: Hands-on understanding of ACH processing, NACHA frameworks, merchant acquiring, card payment lifecycles, funding flows, and settlements.
- SMB Customer Focus: Experience supporting Small and Medium-Sized Business (SMB) clients in commercial banking, merchant servicing, or financial services platforms.
- Accounting Software Familiarity: Prior exposure to accounting platforms and integrations such as QuickBooks, NetSuite, Sage, Zoho, or Tally.

2. Quality, Risk & Investigative Skills

- Risk & Audit Experience: Background in Quality Assurance (QA), Operational Auditing, Compliance Monitoring, Risk Reviews, or Operational Excellence.
- Investigative & Troubleshooting Skills: Proven ability to evaluate complex investigations involving ACH returns, failed deposits, funding holds, settlement delays, chargebacks, payment disputes, and fraud reviews.
- Dual-Focus Evaluation: Ability to simultaneously evaluate technical accuracy, risk/regulatory adherence, customer experience, and business outcomes.

4. Education, Certifications & Requirements

- Education: Bachelors Degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
- Preferred Certifications:

- COPC (Customer Experience Certification)
- ServiceNow CIS-CSM (Certified Implementation Specialist)
- Formal certifications in banking, payments, compliance, or merchant acquiring

Shift & Setup: Full flexibility and willingness to work fixed US Night Shifts in an in-office setup in India.

if intersted email to [email protected]

OR

Call at (phone hidden)

📌 SMB Payments Quality Specialist Risk, QA Money Movement Audit (Delhi)
🏢 Mark Makers Consultancy Services
📍 Delhi