Role Overview:

We are hiring a Fraud Analyst (Call Monitoring) responsible for reviewing call interactions to ensure authenticity, basic compliance, and identifying any fallouts or irregularities in the process.

Key Responsibilities:

• Monitor recorded and live calls on a daily basis
• Identify and flag fallouts, inconsistencies, or suspicious call behavior
• Ensure agents are following basic process guidelines and maintaining call authenticity
• Track and document fallouts in a structured manner
• Share clear observations and simple feedback with agents/team leaders
• Maintain daily monitoring reports and trackers
• Escalate major issues or repeated fallouts to management

Requirements:

• Good listening skills and attention to detail
• Basic understanding of call center processes
• Ability to identify mistakes and report them clearly
• Prior QA or call monitoring experience is a plus (not mandatory)
• Comfortable working in night shift (11:00 AM – 7:00 PM EST) with a 45-minute break