Job Description – Quality Analyst – Fraud Ops
Designation – Quality Analyst
Work Location – Bengaluru
Work From Office
Shifts – Night Shifts (PST Time zone)
Responsibilities
· Conduct quality reviews of fraud investigations, identity verification decisions, escalation handling, and remediation activities to ensure accuracy and policy compliance.
· Evaluate analyst decisions against fraud prevention guidelines, SOPs, regulatory requirements, and quality standards.
· Identify quality gaps, process deviations, and trends that may impact fraud detection effectiveness, customer trust, or operational risk.
· Analyze audit findings and performance data to identify recurring errors and opportunities for quality improvement.
· Deliver structured feedback and coaching to Fraud Analysts, Case Managers, and Escalation Specialists to improve accuracy and consistency.
· Lead calibration sessions to ensure alignment across analysts, reviewers, and stakeholders on fraud-related decision making.
· Develop and implement quality improvement initiatives aimed at reducing defects,



increasing agreement rates, and enhancing operational effectiveness.
· Support training and upskilling programs by identifying knowledge gaps and recommending targeted learning interventions.
· Collaborate with Operations, Training, Policy, and Fraud Leadership teams to drive continuous improvement initiatives.
· Prepare quality reports, trend analyses, and executive summaries highlighting key findings, risks, and recommendations.
· Validate implementation of corrective and preventive actions and measure their effectiveness.
· Contribute to the development and enhancement of quality frameworks, audit methodologies, and fraud review processes.
Qualifications and Requirements
· 4+ years of overall experience, including 2+ years in Fraud Operations Quality Assurance.
· Experience conducting quality audits, case reviews, and calibration exercises in a high-volume, SLA-driven setting.
· Exceptional verbal and w

📌 Quality Analyst (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru