Bengaluru, Karnataka
Job Summary
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Key Responsibilities
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.
Skill 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.
Education
Other Requirements
Designation – SR.Quality Analyst
Work Location – Bengaluru
Work From Office
Shifts – Night Shifts (PST Time zone)
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