Responsibilities

<ul>
<li>Lead and supervise a team of 10-12 dispute analysts to meet productivity and quality goals.</li>
</ul>

<ul>
<li>Ensure compliance with card network regulations (Visa, Mastercard, Maestro, Pulse, AMEX) and MQ policies.</li>
</ul>

<ul>
<li>Review escalated cases and provide guidance to analysts for complex dispute resolutions. </li>
</ul>

<ul>
<li>Oversee workflow management, queue balancing, and SLA performance.</li>
</ul>

<ul>
<li>Analyze chargeback trends and implement preventive measures to reduce losses.</li>
</ul>

<ul>
<li>Ensure adherence to client-specific chargeback processes and industry regulations.</li>
</ul>

<ul>
<li>Review escalations and ensure timely resolutions.</li>
</ul>

<ul>
<li>Support new process transitions and client onboarding.</li>
</ul>

<ul>
<li>Participate in audits and implement corrective actions.</li>
</ul>

<ul>
<li>Collaborate with MQ stakeholders, quality assurance (QA) team, and Learning Experience (LX teams) to improve process performance.</li>
</ul>

Qualifications we seek in you!

Minimum Qualifications

<ul>
<li>Demonstrated experience in leadership or supervisory role for small to midsized teams.</li>
</ul>

<ul>
<li>Relevant experience in BPO operations, preferably in fintech or payment disputes.</li>
</ul>

<ul>
<li>In depth knowledge of chargeback workflows, card network rules (Visa, Mastercard, Maestro, Pulse, AMEX), and dispute lifecycle management.</li>
</ul>

<ul>
<li>Strong analytical and problem-solving skills.</li>
</ul>

<ul>
<li>Excellent written and verbal communication skills.</li>
</ul>

<ul>
<li>Leadership, coaching, and team building capabilities. Knowledge of coaching techniques, constructive feedback methods, and adult learning principles</li>
</ul>

<ul>
<li>Ability to follow written procedures and apply critical thinking to resolve complex issues while mentoring others</li>
</ul>

<ul>
<li>Previous leadership experience or training with focus on empathetic leadership</li>
</ul>

Preferred Qualifications/ Skills

<ul>
<li>Knowledge of Regulation E and payment card industry standards with capability to educate team members</li>
</ul>

<ul>
<li>Familiarity with quality monitoring processes and performance metrics</li>
</ul>

<ul>
<li>Ability to multitask between supporting others and handling own work queue</li>
</ul>

<ul>
<li>Experience with process improvement suggestions and implementation</li>
</ul>

<ul>
<li>Background in documenting procedures, training materials or creating job aids</li>
</ul>

<ul>
<li>Excellent time management skills and organizational abilities</li>
</ul>

Business Analyst

India

Responsibilities Lead and supervise a team of 10-12 dispute analysts to meet productivity and quality goals. Ensure compliance with card network regulations (Visa, Mastercard, Maestro, Pulse, AMEX) and MQ policies. Review escalated cases and provide guidance to analysts for complex dispute resolutions. Oversee workflow management, queue balancing, and SLA performance. Analyze chargeback trends and implement preventive measures to reduce losses. Ensure adherence to client-specific chargeback processes and industry regulations. Review escalations and ensure timely resolutions. Support new process transitions and client onboarding. Participate in audits and implement corrective actions. Collaborate with MQ stakeholders, quality assurance (QA) team, and Learning Experience (LX teams) to improve process performance. Qualifications we seek in you! Minimum Qualifications Demonstrated experience in leadership or supervisory role for small to midsized teams. Relevant experience in BPO operations, preferably in fintech or payment disputes. In depth knowledge of chargeback workflows, card network rules (Visa, Mastercard, Maestro, Pulse, AMEX), and dispute lifecycle management. Strong analytical and problem-solving skills. Excellent written and verbal communication skills. Leadership, coaching, and team building capabilities. Knowledge of coaching techniques, constructive feedback methods, and adult learning principles Ability to follow written procedures and apply critical thinking to resolve complex issues while mentoring others Previous leadership experience or training with focus on empathetic leadership Preferred Qualifications/ Skills Knowledge of Regulation E and payment card industry standards with capability to educate team members Familiarity with quality monitoring processes and performance metrics Ability to multitask between supporting others and handling own work queue Experience with process improvement suggestions and implementation Background in documenting procedures, training materials or creating job aids Excellent time management skills and organizational abilities

Business Analyst · New Delhi

Job highlights

Skillset required

Job Description

Job Description for Business Analyst

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