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 the 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