The Quality Auditor A for Credit Card Operations is responsible for monitoring, evaluating, and improving the quality of customer interactions and operational processes related to credit card services. The role focuses on ensuring compliance, accuracy, and service excellence across functions such as Disputes, Fraud, Chargebacks, and Collections.
Key Responsibilities
- Conduct quality audits of calls, emails, and system transactions related to credit card operations.
- Evaluate agent performance against established quality standards, compliance requirements, and regulatory guidelines.
- Perform audits across Credit Card functions including Disputes, Fraud, Chargebacks, and/or Collections.
- Identify process gaps, compliance risks, and training needs; provide actionable feedback and recommendations.
- Prepare detailed quality reports, scorecards, and trend analysis for management review.
- Partner with Operations, Training, and Compliance teams to drive continuous improvement initiatives.
- Support calibration sessions and ensure consistency in quality evaluation standards.
- Ensure adherence to client-specific policies, procedures, and SLAs.
- Assist in root cause analysis and corrective action planning for quality issues.
Qualifications & Experience
- 35 years of experience in Credit Card Operations, with exposure to Disputes, Fraud, Chargebacks, and/or Collections.
- Prior experience in Quality Auditing / Quality Assurance within a contact center or financial services environment is preferred.
- Strong knowledge of credit card regulations, compliance, and operational workflows.
- Experience in call monitoring, case reviews, and quality scoring methodologies.
Skills & Competencies
- Strong analytical and attention-to-detail skills.
- Excellent written and verbal communication skills.
- Ability to interpret data and provide meaningful insights.
- Proficient in MS Excel and reporting tools.
- Ability to work independently and collaborate with cross-functional teams.
- Strong time management and organizational skills.
