International Payments Quality Senior Analyst

• Health insurance
• Life Insurance and Pension Plan Programs
• Free medical services at the office (Physician, Nutritionist, Psychologist)
• Wellness programs
• Flexben Program (Support for Education, Kindergarden, Training, Technology, Health)
• Employee Share Purchase Plan
• Personalized training paths and access to Udemy and Plurisight Plataforms
• Flex-ability program (financial and flexible support for people with disabilities)
• Special banking conditions

The International Payments Quality Agent is responsible for monitoring, assessing and improving the quality of operational activities performed by International Payments analysts.

The role performs structured quality reviews to verify that transactions and cases are handled accurately, consistently and in accordance with approved procedures, operational controls, compliance requirements and quality standards.

The Quality Agent identifies errors and recurring quality trends, provides clear and fact-based feedback, supports root-cause analysis and works closely with Team Leads, SMEs, Training and Operations to strengthen analyst capability and reduce operational risk.

The role supports an International Payments environment covering areas such as payment processing, Service Desk/after-care activities and Cash Management. Onboarding International Payments describes these activities within the broader International Payments scope.

• Perform regular quality reviews of transactions, cases and operational activities completed by International Payments analysts.
• Assess work against approved procedures, process controls and quality criteria.
• Verify that required checks and supporting evidence have been completed.
• Confirm that decisions and actions taken by analysts are supported by the available information.
• Validate that cases are appropriately documented and provide a clear audit trail.
• Classify identified errors according to the agreed quality framework and severity criteria.
• Maintain accurate records of completed quality assessments.

Within incoming International Payments, analysts may need to investigate exceptions, gather evidence and determine outcomes such as crediting, repairing, requesting information, monitoring, escalating, returning or cancelling a payment. Quality reviews should therefore assess both the correctness of the decision and adherence to the required controls.

• Identify operational, procedural, documentation and control failures.
• Differentiate isolated analyst errors from recurring or systemic issues.
• Assess the potential impact and severity of identified errors.
• Flag critical errors and control failures immediately.
• Ensure quality findings are supported by clear evidence.
• Apply quality standards consistently across analysts and processes.
• Challenge unclear or inconsistent quality outcomes where required.

Particular attention should be given to errors that could result in:

• Incorrect payment processing
• Incorrect beneficiary or payment outcome
• Financial loss
• Customer impact
• Missing or incorrect operational controls
• Compliance or sanctions exposure
• Fraud risk
• Incorrect return or cancellation
• Incomplete supporting evidence
• Inadequate audit trail
• Provide clear, objective and actionable quality feedback.
• Explain the reason for each quality finding and reference the relevant procedure or control.
• Work with Team Leads to identify coaching requirements.
• Support targeted coaching sessions when additional quality expertise is required.
• Verify whether agreed remediation actions have been completed.
• Monitor whether previously identified errors are recurring.
• Reinforce correct behaviors and good-quality practices.

The Quality Agent should look beyond the individual error and help determine why the error occurred.

Potential root causes may include:

• Knowledge gap
• Training gap
• Unclear procedure
• Incorrect interpretation of a procedure
• Process complexity
• Missing or outdated documentation
• System or application limitation
• Workload or capacity issue
• Control design weakness
• Communication gap
• Participate in regular quality calibration sessions.
• Compare assessments across Quality Agents, Team Leads and SMEs where appropriate.
• Ensure consistent interpretation of quality criteria.
• Discuss borderline or complex cases.
• Maintain alignment on error categories and severity.
• Escalate areas where procedures or quality criteria allow different interpretations.
• Contribute to maintaining and improving quality checklists and evaluation standards.

The same case assessed by different Quality Agents should lead to the same quality conclusion.

• Identify potential operational, financial, fraud or compliance risks during quality reviews.
• Escalate critical findings immediately through the appropriate governance channels.
• Ensure analysts correctly apply required operational controls.
• Verify that supporting evidence is retained where required.
• Support investigations into significant quality incidents.
• Contribute quality evidence for internal reviews, audits or control assessments when required.
• Identify opportunities to improve procedures, controls and working instructions.
• Highlight processes generating recurring errors or unnecessary complexity.
• Recommend preventive actions based on quality data.
• Support updates to quality checklists and control criteria.
• Share quality insights with Training to improve learning materials.
• Support SMEs when procedures require clarification.
• Verify the effectiveness of corrective measures after implementation.

During onboarding and Knowledge Transfer, the Quality Agent may:

• Support practical exercises and case reviews.
• Explain common quality errors to new joiners.
• Participate in Shadowing and Reverse Shadowing.
• Perform enhanced quality checks during early production.
• Identify knowledge gaps before analysts move toward greater autonomy.
• Provide quality feedback to Training and Operations.
• Help determine areas requiring refresher training