Job Summary null

Key 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.

Skill 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 environment.

- Exceptional verbal and written communication skills (CEFR C1).

- Strong understanding of fraud prevention, account security, identity protection, and fraud risk controls.

- Knowledge of fraud typologies, including Account Takeover (ATO), impersonation, synthetic identities, payment fraud, and abuse patterns.

- Experience reviewing fraud investigations, escalations, remediation activities, and identity verification decisions for policy compliance and accuracy.

- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.

- Strong analytical, auditing, root cause analysis, and problem-solving skills with high attention to detail.

- Ability to deliver coaching and actionable feedback, support calibrations, and drive quality improvement initiatives.

- Strong stakeholder management skills and experience collaborating with Operations, Training, Compliance, Trust & Safety, and Fraud Leadership teams.

- Proven ability to manage competing priorities and deliver results in a quick-paced operational environment.

Education

- Bachelor's degree

Other Requirements

- Designation: SR.

Quality

Analyst

- Work Location: Bengaluru

- Work From Office

- Shifts: Night Shifts (PST Time zone)

📌 Senior Analyst(Del Ops (Non-Voice)) (India)
🏢 HCL Technologies
📍 India