Quality Analyst

Mark Makers Consultancy Services; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Mark Makers Consultancy Services seeks a qualified Quality Analyst to monitor and audit US Payment & Payroll calls, ensuring compliance with SOPs and client requirements. You will evaluate calls for accuracy, provide feedback, and drive improvements in fraud, disputes and chargebacks processes.

The ideal candidate has strong analytical, auditing and communication skills, with experience in international voice processes and data security practices.

Qualifications

• 25 years of experience as a Quality Analyst
• Experience in US Payments / Banking / Payroll / FinTech processes
• Strong knowledge of fraud, disputes, chargebacks and payment processes
• Good 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

Responsibilities

• 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

Skills

US Payments

Quality Assurance

QA parameters

Auditing

Calibration sessions

Education

Graduate

Job description

Role & responsibilities

• 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.
• Good 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.