Merchant Onboarding Quality Analyst

About ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!About The RoleConstellation Payment Processing is a modern Payment Facilitator (PayFac) empowering SaaS businesses to grow revenue through seamless, embedded payments. As part of Constellation Software Inc. (CSI) — a global Canadian-based software leader — we combine the agility of a specialized payments company with the strength and stability of an established global powerhouse.We are seeking a detail-oriented and analytical Merchant Onboarding Quality Analyst to join our team. This role is responsible for ensuring accuracy, consistency, and quality of payment operations, with a strong focus on onboarding processes, change management initiatives, and performance monitoring. The ideal candidate will play a key role in driving operational excellence by identifying gaps, implementing improvements, and ensuring key performance indicators (KPIs) are consistently met.This role may require limited travel (<15%) for conferences, training, or partner visits.What You’ll Do Collaborate with internal teams to resolve discrepancies and escalate issues where necessary. Audit team member workflows to ensure adherence to quality control standards and operational procedures. Provide feedback and identify coaching opportunities for team members on quality performance and compliance. Develop and maintain quality control checklists and documentation. Maintain accurate records and reporting for all investigations and quality control audits. Identify trends, root causes, and areas for improvement in payment workflows. Present findings and recommendations to management for process improvement. Validate that changes are properly documented, tested, and communicated to relevant stakeholders. Stay updated on industry best practices, regulatory changes, and internal policy updates. Monitor quality metrics and KPIs related to payment operations, onboarding, and change management. Develop and maintain dashboards and reports to track performance against KPIs. Support training and development efforts to ensure team members understand quality standards and best practices.Basic Qualifications 2+ years of experience in transaction monitoring, fraud investigation, or quality assurance. Strong analytical and problem-solving skills. Excellent written and verbal communication abilities. Proficiency in data analysis tools and reporting software. High level of integrity and discretion in handling sensitive information.Preferred Qualifications Experience in merchant services or payment processing environments. Familiarity with regulatory compliance frameworks (e.g., PCI-DSS, AML). Certification in quality assurance or any other related certification is a plus. Familiarity with leveraging AI tools to streamline workflows, enhance communication, or support decision-making.Exciting Benefits We OfferMarket-leading SalaryMedical Coverage – Self & DependentsParents Medical CoverageProvident FundEmployee Performance-based bonusesHome Internet SubsidyConveyance AllowanceProfit Sharing Plan [Tenured Employees Only]Life BenefitChild Care FacilityCompany Provided Lunch/DinnerProfessional Development BudgetRecreational area for in-house gamesSporadic On-shore training opportunitiesFriendly work environmentLeave EncashmentDisclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.