Specialist - Customer Care - Voice 4A
Core
Quality Analyst ensuring customer interactions are technically correct, compliant with regulatory policies, and aligned with business outcomes for US SMB customers in the Payments, Banking, and Capital ecosystem.
Role type
Senior IC Quality Analyst (Banking & Payments)
Builds
Operational excellence and risk oversight for frontline teams serving US SMB customers
Domain
Banking, Payments, Fintech, Risk Operations
Deliverable
dashboards & analysis
Required skills
ACH processing, NACHA guidelines, merchant acquiring, payment lifecycles, funding flows, fraud detection, dispute resolution, chargeback management, KYC/AML controls, settlement processes, root cause analysis, coaching
Preferred skills
Accounting software training (Tally, Zoho, Sage, Netsuite, QuickBooks), commercial banking background, financial risk certification
Technologies
ACH networks, card processing systems, accounting applications
Responsibilities
Evaluate customer interactions involving ACH payments, card processing, and merchant settlements; Audit interactions related to merchant onboarding, payment holds, and risk reviews; Assess adherence to NACHA guidelines, AML controls, and fraud prevention policies; Perform trend analysis to identify operational failures and training gaps; Deliver coaching recommendations to improve investigation quality and compliance adherence.
Seniority
Senior, hands-on IC