Conduct process audits, deploy designed processes, analyze and report performance on quality.
Support and implement de‑risking plans for the process.
Share and document best practices.
Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery.
Monitor transactions and calls for compliance and highlight any failures to the team concerned.
Provide feedback to agents based on the findings of the monitoring.
Participate in calibration processes with clients.
Required Skill Set
Technical Skills
Minimum 3 years of relevant experience in P2P process including at least one year as a quality auditor.
Accounting Fundamentals – Understanding of payment documents, knowledge on how to match 3‑way exceptions, knowledge on GR /IR resolutions, knowledge on pay‑run dates.