Quality Analyst - Fraud Analysis || Bengaluru

HCLTech; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HCLTech is seeking a Quality Analyst for Fraud Ops to perform quality reviews of fraud investigations, identity verifications, and remediation activities from an office-based Bengaluru role. You will evaluate decisions against guidelines, SOPs and regulatory requirements, and identify quality gaps that impact detection and risk controls.

You will deliver structured feedback, lead calibration sessions, and drive continuous improvement through targeted learning interventions, ensuring accuracy and

Qualifications

• 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.

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.
• 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.

Skills

Quality Assurance

Fraud Operations

Calibration

Coaching

Excel

PowerPoint

Word

Root Cause Analysis

Stakeholder Management

Tools

Excel

PowerPoint

Word

Job description

Job Description – Quality Analyst – Fraud Ops

Designation – Quality Analyst

Work From Office

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.

Qualifications and 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 fast-paced operational environment.