Quality Analyst - Fraud Analysis || Bengaluru

Job Description

Job Description – Quality Analyst – Fraud Ops

Designation – Quality Analyst

Work Location – Bengaluru

Work From Office

Shifts – Night Shifts (PST Time zone)

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.

Education Bachelor's degree

Applicants with relevant experience can reach out to us on 9347964330 - Kiran

Email ID: atlurikiran.kumar@hcltech.com