Quality Analyst

Overview

The Quality Analyst – Finance Operations will act as a documentation and quality expert for finance processes (O2C, P2P and R2R), developing knowledge articles, SOPs and operational guidelines, and monitoring transactional accuracy and audit readiness.

What you'll do

• Develop knowledge articles, process maps and workflow notes using MS Visio, MS Excel, MS Word and MS PowerPoint, along with operational guidelines and step-by-step work plans for finance operations and customer/vendor service processes.
• Manage existing knowledge management practices, design new knowledge distribution policies, encourage knowledge sharing among staff, and support structured knowledge transfer for finance process updates.
• Analyse the effectiveness of knowledge management programmes by monitoring usage and evaluating their impact on accuracy, error reduction, SLA adherence and other organisational benefits.
• Interact with internal process owners, Finance Operations Team Leaders and regional finance teams to understand work functions, exceptions and process controls.
• Develop end-to-end finance process documentation, including SOPs, user guides, checklists and control matrices.
• Maintain the Master Document Control Listing and ensure process documents, process maps, SOPs and user guides are uploaded to the process repository.
• Design documentation in accordance with ISO 9001:2015 requirements, finance policies, delegation of authority, approval matrices and documentation standards.
• Ensure appropriate processes and guidelines are established and implemented for knowledge retention, archiving, deletion and records management.
• Work closely with internal and external audit teams to ensure complete, accurate and retrievable transaction trails and control evidence.
• Monitor samples of operational activities and financial transactions to assess accuracy, SLA adherence, ageing and queue management, including quality checks of refunds, accruals, reconciliations, invoice and payment support, payroll inputs, and customer and vendor queries.
• Validate refunds, chargebacks, payments and reconciliations, including reconciliation differences and pending approvals, ensuring compliance with financial controls, delegation of authority, approval matrices and documentation standards.
• Identify risks, exceptions, discrepancies and process gaps, and escalate recurring risks and issues.
• Identify strengths and areas for improvement for individual team members through error analysis and root-cause reviews, and ensure timely coaching, feedback and retraining.
• Track corrective and preventive actions through to closure, and support training evaluation assessments, including training on finance process updates and for new joiners.
• Support internal and external audits and root-cause analysis of financial errors, ensuring corrective actions are tracked to closure.
• Prepare and maintain daily, weekly and monthly quality dashboards covering accuracy, error trends, ageing, SLA adherence, repeat errors and open risks, and recommend process improvements to the Delivery Manager and Operations Team Leaders.
• Track and report financial quality metrics, including accuracy, error trends, SLA performance and audit findings, collaborating with Finance Operations Team Leaders, Finance and SSC teams, and regional finance teams.
• Support month-end, quarter-end and year-end activities by validating task completion, evidence availability and open-item status, and promptly escalating blockers and recurring risks.

What you'll need

• Bachelor's degree.
• Minimum 4–7 years of work experience, with minimum 2+ years in quality control/quality assurance within finance operations, shared services, BPO/back-office or transaction processing environment (O2C, P2P, R2R).
• Understanding of Finance Operations and quality management, including SLA management, quality checks, error/root-cause analysis and audit evidence.
• Working knowledge of refunds, chargebacks, accruals, payments, invoice support, reconciliations, PR and vendor creation, payroll inputs, debt chasing, purchase to order and month-end support.
• Working knowledge of financial controls, delegation of authority, approval matrix and audit exposure.
• Working knowledge of ERP/finance systems and workflow tools.
• Basic MS Excel knowledge of formulas (VLOOKUP, HLOOKUP, conditional formatting and pivot tables) for reconciliations, trackers and reports.
• Knowledge of customer service principles and practices.
• Good understanding of MS Visio.
• British Council Core Values and Behaviours will be assessed.

Nice to have

• SAP experience.

Details

• Location: Noida, India.
• Fixed term contract of 1 year; Pay Band 5.
• 24/7 on-site role with rotating shifts, including night shifts; two days off per week, which may not always fall on weekends.
• No hybrid arrangement; onsite five days a week.
• Right to work: locally recruited candidates with a natural right to work; candidates must hold a natural right to work on a permanent basis. Immigration clearance, visa support and relocation support are not provided.
• OCI card holders must have, or be able to obtain, a valid special work permit from the Government of India; offers are conditional on obtaining it.