- Monitor and audit US Payment & Payroll voice calls as per QA parameters.
- Ensure adherence to SOPs, process guidelines, compliance and client requirements.
- Evaluate calls for accuracy, communication, customer handling and process adherence.
- Handle quality checks related to payments, fraud, disputes, chargebacks and payroll queries.
- Identify quality gaps and provide feedback/coaching to agents.
- Conduct calibration sessions with Operations/Training teams.
- Prepare QA reports, scorecards and performance dashboards.
- Identify recurring errors and support process improvement initiatives.
- Ensure proper handling of customer/employee confidential and payment-related information.
Preferred candidate profile
- Graduate with 25 years of experience as a Quality Analyst in an international voice process.
- Experience in US Payments / Banking / Payroll / FinTech processes preferred.
- Strong knowledge of fraud, disputes, chargebacks and payment processes.
- Positive understanding of risk, compliance and data security.
- Excellent verbal and written communication skills.
- Strong analytical, auditing and problem-solving skills.
- Experience in call monitoring, quality scorecards, calibration and agent coaching.
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