Specialist - Customer Care - Voice 4A

Overview

Quality analyst role supporting quality assurance, risk oversight and operational excellence for frontline teams serving US SMB customers across the Accounting application Payments, Banking, Capital and Money Movement ecosystem.

What you'll do

• Evaluate customer interactions involving ACH payments, card processing, merchant settlements, deposits, withdrawals, funding activities, lending support and banking workflows.
• Assess the quality of investigations involving ACH returns, failed deposits, settlement delays, payment reversals, funding exceptions, dispute outcomes and chargeback cases.
• Audit interactions related to merchant onboarding, merchant servicing, payment holds, reserves, risk reviews, account restrictions and funding release decisions.
• Evaluate adherence to NACHA guidelines, internal risk frameworks, KYC requirements, AML controls, fraud prevention policies and operational governance standards.
• Assess how effectively employees identify root causes across multiple systems, partners and payment touchpoints.
• Review ownership behaviors, escalation decisions, documentation quality, investigative rigor and customer resolution effectiveness.
• Evaluate customer communication for clarity, professionalism, compliance, risk management, expectation setting and confidence-building.
• Assess the ability to explain complex banking and payments concepts using simple customer-friendly language.
• Evaluate consultative sales behaviors, ecosystem recommendations, attach opportunities and value-based solutioning across Payments, Banking, Capital, Payroll and Accounting products.
• Perform trend analysis to identify recurring operational failures, payment risks, merchant servicing issues, training gaps and customer pain points.
• Partner closely with Training and Operations teams to convert quality findings into capability-building initiatives.
• Deliver coaching recommendations that improve investigation quality, payments expertise, customer outcomes, compliance adherence and commercial performance.
• Participate in calibration exercises and quality governance reviews to ensure scoring consistency.
• Remain current on banking, merchant services, fintech innovations, regulatory expectations, payment network changes and Accounting application ecosystem enhancements.

What you'll need

• Relevant years of experience in Banking, Payments, Merchant Services, Treasury Operations, Fintech, Risk Operations or Money Movement environments.
• Strong understanding of ACH processing, NACHA frameworks, settlements, merchant acquiring, payment lifecycles, funding flows and card payment ecosystems.
• Experience supporting SMB customers within Banking, Fintech, Merchant Services, Payment Processing, Commercial Banking or Financial Services organizations.
• Experience in Quality Assurance, Operational Auditing, Risk Reviews, Compliance Monitoring, Coaching or Operational Excellence.
• Ability to assess technical accuracy, risk adherence, customer experience and business outcomes simultaneously.
• Deep understanding of banking operations, merchant servicing, funding timelines, settlement processes, payment disputes, chargebacks and risk controls.
• Proven experience evaluating investigations involving ACH returns, failed settlements, funding holds, chargebacks, disputes, fraud reviews and connectivity issues.
• Experience assessing consultative sales conversations and ecosystem solutioning opportunities.
• Understanding of SMB operating models, cash flow dependencies and customer decision drivers.
• Strong ability to assess and coach communication involving complex banking, payments, risk and financial concepts.
• Language: English (Required), upper intermediate B2 proficiency.

Nice to have

• Background in Merchant Services, Commercial Banking, Treasury Services, Payment Operations, Financial Risk, Fintech Support or Banking Quality functions.
• Certifications or formal training in banking, compliance, payments, merchant acquiring or financial services.
• Experience training batches for accounting software such as Tally, Zoho, Sage, NetSuite or QuickBooks.
• Working knowledge of accounting and reconciliation principles.

Details

• Location: Gurgaon, India (Infospace IT Park, Tower 4, Jharsa).
• Work mode: Office.
• Work shift: Night shift.
• Job type: Regular.