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 alignment across teams.

Training & Knowledge Management
- Assist in updating training materials, standard operating procedures (SOPs), job aids, and quality guidelines.
- Support training and onboarding activities as needed.
- Serve as a resource for quality-related questions and process clarification.

Stakeholder Collaboration
- Collaborate with Quality leadership, Operations, Training, and Business partners to drive quality objectives.
- Support project

📌 Analyst I, Quality Management (Haryana)
🏢 FIS Capital Markets
📍 Haryana