Position Summary

• 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.
• Understanding of Accoun...