Quality Analyst

The primary responsibility of the Quality Analyst - Finance Operations will be to develop knowledge articles, SOPs and operational guidelines for finance processes (O2C, P2P and R2R), along with introducing techniques and procedures for organising, locating and enabling access to relevant knowledge articles. Ensures accuracy of information and quality of delivery by monitoring process activities, including financial and transactional accuracy across refunds, accruals, reconciliations, invoice/payment support, payroll inputs and customer/vendor query handling. Ensures all complaints and feedback are addressed within timelines.

The Quality Analyst will also be responsible for creating the documents and for compliances with respect to knowledge record retention/archival/deletion, and will help in various internal and external audits conducted from time to time by ensuring documentation, transaction trails and control evidence are complete, accurate and retrievable.

Supports financial compliance, audit readiness and control adherence (including delegation of authority, approval matrix and month-end/quarter-end/year-end evidence) across finance operational processes, so that finance services remain reliable, audit-ready and aligned to stakeholder expectations.

Role Accountabilities:

The role involves acting as a documentation and quality expert for Finance Operations processes, including O2C, P2P and R2R, covering both front-office and back-office activities. You will develop knowledge articles, process maps and workflow notes using MS Visio, MS Excel, MS Word and MS PowerPoint, along with operational guidelines and step-by-step work plans for finance operations and customer/vendor service processes such as refunds, accruals, reconciliations, invoice and payment support, and payroll inputs.

You will manage existing knowledge management practices, design new knowledge distribution policies, encourage knowledge sharing among staff, and support structured knowledge transfer for finance process updates. You will analyse the effectiveness of knowledge management programmes by monitoring usage and evaluating their impact on accuracy, error reduction, SLA adherence and other organisational benefits. The role also involves interacting with internal process owners, Finance Operations Team Leaders and regional finance teams to understand work functions, exceptions and process controls, and gather relevant information.

You will develop end-to-end finance process documentation, including SOPs, user guides, checklists and control matrices. You will maintain the Master Document Control Listing, ensure that process documents, process maps, SOPs and user guides are uploaded to the process repository, and design documentation in accordance with ISO 9001:2015 requirements, finance policies, delegation of authority, approval matrices and documentation standards. You will also ensure that appropriate processes and guidelines are established and implemented for knowledge retention, archiving, deletion and records management. The role requires working closely with internal and external audit teams to ensure compliance with documentation requirements, including complete, accurate and retrievable transaction trails and control evidence.

You will monitor samples of operational activities and financial transactions to assess the effectiveness of work performed by executives, including accuracy, SLA adherence, ageing and queue management. This includes conducting quality checks and sample reviews of refunds, accruals, reconciliations, invoice and payment support, payroll inputs, and customer and vendor queries. You will validate refunds, chargebacks, payments and reconciliations, including reconciliation differences and pending approvals, while ensuring compliance with financial controls, delegation of authority, approval matrices and documentation standards.

The role also involves identifying risks, exceptions, discrepancies and process gaps, and escalating recurring risks and issues. You will identify process strengths and areas for improvement for individual team members through error analysis and root-cause reviews. You will ensure timely coaching, feedback and retraining, track corrective and preventive actions through to closure, and support training evaluation assessments, including training on finance process updates and for new joiners. You will also support internal and external audits and root-cause analysis of financial errors, ensuring corrective actions are tracked to closure.

You will prepare and maintain daily, weekly and monthly quality dashboards covering accuracy, error trends, ageing, SLA adherence, repeat errors and open risks, and recommend process improvement opportunities to the Delivery Manager and Operations Team Leaders. You will track and report financial quality metrics, including accuracy, error trends, SLA performance and audit findings, while collaborating with Finance Operations Team Leaders, Finance and SSC teams, and regional finance teams. The role also requires supporting month-end, quarter-end and year-end activities by validating task completion, evidence availability and open-item status, and promptly escalating blockers and recurring risks.

Qualifications & Experience:

• Education: Bachelor's degree
• Minimum 4-7 years of work experience with minimum 2+ years in quality control/quality assurance within finance operations, shared services, BPO/back-office or transaction processing environment (O2C, P2P, R2R)
• Understanding Finance Operations and quality management, including SLA management, quality checks, error/root-cause analysis and audit evidence
• Working knowledge of refunds, chargebacks, accruals, payments, invoice support, reconciliations, PR & Vendor Creation, payroll inputs, debt chasing, purchase to order and month-end support, financial controls, delegation of authority, approval matrix and audit exposure, ERP/finance systems and workflow tools (SAP - desirable)
• Basic MS Excel knowledge of using formulas (VLOOKUP, HLOOKUP, conditional formatting and pivot table) for reconciliations, trackers and reports
• Knowledge of customer service principles and practices
• Good understanding of MS Visio
• British Council Core Values and Behaviours to be judged