Job Description

Job Description

We are seeking a dedicated Fraud Analyst for Associate role to join Wipro Technologies within our Digital Operations & Platforms division. This role is critical in safeguarding the trust and safety of digital ecosystems by identifying and mitigating online fraudulent activities including but not limited to payments fraud, UPI transaction irregularities, and offline-online fraud breaches according to established policies and compliance standards. Operating from our Hyderabad office in Gachibowli, you will engage in a dynamic, rotating shift schedule that ensures constant vigilance over global digital content and transactions.

This full-time position involves 24x7 working hours with rotational shifts, including night and holiday work, based in Hyderabad (Client Location: Gachibowli). The role is categorized under Salary Band Group AA and requires adherence to strict confidentiality and compliance with legal and policy guidelines.

Your core mission will be to rigorously evaluate content and transactional data for suspicious or violating activity, ensuring adherence to both legal frameworks and internal guidelines. This role demands keen analytical abilities combined with resilience and discretion, as you will navigate challenging scenarios.

Key Responsibilities:

• Assess and monitor a wide range of user-generated content, focusing on the detection of violations such as hate speech, adult content, violent or illegal activity, and sensitive matters.
• Apply cultural awareness, regional regulations, and up-to-date policy knowledge to accurately classify and handle content.
• Collaborate with diverse internal teams including client management units to continuously align on compliance and operational improvements.
• Participate actively in ongoing training, quality assurance processes, and wellness initiatives designed to uphold high performance standards and personal well-being.
• Maintain strict confidentiality and operate within ethical boundaries while managing sensitive data and cases.

This role offers a unique opportunity to contribute to the safety and quality of the digital world, making a measurable difference for users around the globe.

Candidate Requirements:

Applicants must hold a graduate degree in any discipline, with final results declared — candidates with pending results are not eligible. Multilingual proficiency is valued, especially the ability to read and write more than one regional language, enhancing content comprehension and accurate evaluation.This role requires a customer-centric mindset, excellent communication abilities in English, and foundational knowledge of digital advertising concepts such as Adwords and AdSense.Successful candidates demonstrate strong analytical and logical reasoning skills, time management abilities, and problem-solving competence within a fast-paced environment.Review content of a graphic, violent, sexual, or egregious nature such as Adult, Sexual, Abusive, Hate, Derogatory, Illegal Acts, Violence, Death, and Tragedy and take appropriate action,Attend all required trainings,Attend QA meetings Participate in wellness activities.

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Process Support Responsibilities

• Manage and document client transactions with accuracy and professionalism to maintain operational quality standards
• Respond promptly and courteously to client inquiries via phone and emails, ensuring clear and supportive communication.
• Accurately record all necessary identification and issue details related to client concerns.
• Update availability status in internal systems to reflect real-time processing capacity and contribute to team productivity.
• Track, document, and monitor all interactions, solutions offered, and outcome success rates for continued process improvement.
• Follow established protocols and contractual SLAs to resolve client concerns efficiently and effectively.
• Proactively maintain and utilize internal knowledge bases to enhance problem resolution and client service.
• Identify trends from call logs to support preventative action and knowledge sharing within the team.
• Escalate critical or unresolved issues to leadership promptly to ensure timely resolution and client satisfaction.
• Ensure clients receive full and compliant product information before and after interactions, minimizing risk of legal or contractual issues.

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Customer Service Excellence

• Deliver exceptional client support by accurately diagnosing and resolving diverse queries
• Guide clients through step-by-step troubleshooting procedures ensuring clear understanding of product functionalities.
• Assist users in navigating product features to optimize their experience and satisfaction.
• Maintain professionalism, empathy, and respect in all client interactions fostering trust and positive relationships.
• Document and archive all customer correspondence meticulously as per company policies.
• Use designated tracking tools to log incoming communication with precise details supporting accountability.
• Present alternative solutions when appropriate to preserve client loyalty and support ongoing business growth.
• Communicate ideas effectively, tailoring messages to varied audiences to ensure clarity and engagement.
• Conduct scheduled follow-ups to gather feedback and verify adherence to service agreements and SLAs.

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Operational Excellence and Continuous Development

• Enhance personal and team capabilities to achieve superior service delivery and client satisfaction
• Engage in mandatory and elective product training sessions to maintain current knowledge of updates and changes.
• Collaborate with team leaders to identify skill gaps and training needs, contributing to strategic workforce development.
• Participate in self-driven learning initiatives and share insights within peer networks to foster collective growth.
• Adapt quickly to evolving client requirements and organizational priorities ensuring sustained operational excellence.

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Performance Delivery Metrics