Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
The Quality Analyst will play a pivotal role in driving quality excellence by monitoring Contact Centers and Backoffice, assessing quality levels, recommending procedural updates and training enhancements, and providing actionable insights through quality reports and feedback to Operations and other departments, ultimately informing a targeted action plan to achieve sustained quality improvement.
What you will be Doing
Quality Audits and Monitoring
Performs daily quality audits for FAM front and back office or with other correspondence.
Conducts audits of the production activities of assigned group, e.g., Fraud or dispute investigation (Opened via call, document or falcon to fraud), chargebacks, merchant rebuttals, rejects, etc.
Performance Reporting & Insights
Prepare and distribute timely and accurate quality monitoring reports, scorecards, and performance dashboards.
Analyze audit findings to identify trends, recurring defects, process gaps, and improvement opportunities.




Provide actionable recommendations to Operations leaders to improve performance and quality outcomes.
Support root cause analysis and corrective action planning activities.
Quality Governance & Compliance
Monitor adherence to the Quality Audit Plan and ensure completion of scheduled audits.
Identify emerging risks and recommend enhancements to quality standards, procedures, and monitoring programs.
Ensure consistency, accuracy, and compliance in audit evaluations and reporting.
Coaching & Continuous Improvement
Partner with Operations leaders to provide meaningful quality feedback and performance coaching insights.
Highlight developmental opportunities and recommend targeted training interventions.
Support quality improvement initiatives focused on reducing defects, improving customer experience, and strengthening operational controls.
Participate in calibration sessions to ensure scoring consistency and

📌 Analyst I, Quality Management (Gurugram)
🏢 FIS Global
📍 Gurugram