2 Payroll administration Jobs in Delhi, NCR and Gurgaon | Payroll administration Job openings in Delhi, NCR and Gurgaon

Job Overview

We are hiring a Quality Analyst for US Payroll operations with experience in international voice processes and quality auditing. The candidate will be responsible for monitoring customer calls, auditing payroll-related transactions, ensuring process compliance, and improving overall service quality.

Key Responsibilities

• Monitor and evaluate international customer calls related to US payroll.
• Conduct quality audits to ensure compliance with SOPs and process guidelines.
• Review payroll-related queries, including salary discrepancies, deductions, tax withholding, payslips, and payment issues.
• Evaluate calls for communication, accuracy, customer handling, and resolution quality.
• Identify quality gaps and provide feedback and coaching to agents.
• Prepare quality reports, analyze performance metrics, and conduct root-cause analysis.
• Participate in calibration sessions with operations and training teams.
• Support process improvement initiatives to reduce errors and improve customer satisfaction.

Mandatory Requirements

• Minimum 4 years of total experience in an international voice process.
• Minimum 2 years of relevant experience as a Quality Analyst in US Payroll.
• Graduation is mandatory.
• International voice experience is mandatory; domestic voice experience will not be considered.
• Good English communication skills.
• Good knowledge of US payroll processes, deductions, and salary calculations.
• Experience in call monitoring, quality audits, and feedback sessions.
• Proficiency in MS Excel and quality reporting.
• Must be comfortable working in US night shifts.
• Must be comfortable with a one-way cab facility.
• PF registration with the previous organization is mandatory.

Preferred Skills

• Knowledge of payroll systems such as ADP, Workday, or UKG.
• Understanding of quality metrics such as CSAT, QA Score, AHT, and FCR.
• Experience in BPO, BPM, payroll outsourcing, or HR operations.

Key Responsibilities:

• Handle customer queries related to US Payroll, pay runs, tax calculations, direct deposits, and payroll corrections.
• Resolve complex and time-sensitive payroll issues within defined SLAs.
• Provide clear, professional, and empathetic communication to customers.
• Handle escalations and ensure timely resolution of critical payroll issues.
• Maintain accuracy and compliance while handling sensitive payroll information.
• Monitor customer interactions and identify recurring issues for process improvement.
• Support queue management, workflow efficiency, and daily operational requirements.
• Conduct root-cause analysis and contribute to corrective actions.
• Maintain required quality, productivity, and customer service standards.

Required Qualifications:

• Graduation is mandatory.
• Minimum 2 years of relevant experience.
• US Payroll experience is mandatory.
• International Voice experience is mandatory.
• Good verbal and written communication skills.
• Comfortable working in US shifts.
• Comfortable with a one-way cab facility.
• PF registration with the previous organization is mandatory.
• Domestic Voice experience will not be considered.

Preferred Skills:

• Knowledge of US Payroll processes and payroll compliance.
• Experience with payroll platforms such as ADP, Gusto, Paychex, or QuickBooks Payroll.
• Strong escalation-handling and problem-solving skills.
• Experience in a customer service or financial process environment.