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 prospects 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 (India)
🏢 FIS Capital Markets
📍 India