1584 Quality Audit Jobs - Page 11

Greetings of the Day! Please find below the job description of the Quality Analyst role in the Repayments team of FPL Technologies (OneCard) . (Work from Office opportunity) Opportunity: Join our dynamic team as a Quality Analyst and contribute to the financial well-being of our customers by assisting them in managing their outstanding credit card bills. Primary Responsibilities The Quality Analyst will be responsible for completing quality checks of the calls taken by In-House frontline associates and Agencies across PAN India The Quality Auditor is responsible for completing the audit set targets Daily/Weekly/monthly basis for Calls/Chat/Email for In-House & PAN India Agencies Performing the audits and preparing the audit scores on a Weekly/Monthly basis Giving constructive feedback through various coaching techniques Knowledge of Quartiles and ensure performance improvements of Bottom Quartile Conducting Calibration for In-House OPS Team Leaders, Managers & TTQ on a Weekly basis Perform Performance Knowledge Test on a monthly basis Analyze parameter wise defects and training needs Maintaining and delivering process updates Responsible for refresher training of In-House & PAN India Agencies Experience Required Should have Role Experience of minimum 3 - 5 Years as a Quality Analyst Domestic Collections Center in Banking(Credit Card/Personal Loan) must be a graduate Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word Quality Tools- Pareto, Check list

Create the future of e-health together with us by becoming a Process Trainer-I As one of the Best in KLAS RCM organizations in the industry we offer a full scope of RCM services as well as BPO services, our organization gives our team members the training and solutions to learn and grow across variety of technologies and processes. As an innovator and leader in the e-health services we offer unparalleled growth opportunities in the industry. What you can expect from us: A safe digital application and a structured and streamlined onboarding process. An extensive group health and accidental insurance program. Our progressive transportation model allows you to choose: You can either receive a self-transport allowance, or we can pick you up and drop you off on your way from or to the office. Subsidized meal facility. Fun at Work: tons of engagement activities and entertaining games for everyone to participate. Various career growth opportunities as well as a lucrative merit increment policy in a work environment where we promote Diversity, Equity, and Inclusion. Best HR practices along with an open-door policy to ensure a very employee friendly environment. A recession proof and secured workplace for our entire workforce. Ample scope of reward and recognition along with perks like marriage gift hampers and gifts for birth of a child. What you can do for us: Develop training program and modules around US Healthcare Revenue Cycle Management and effectively deliver classroom training for the new hires. Responsible for New Hire Training for all levels hired Impart refresher training on various functions of RCM. Develop and conduct assessments around various modules for RCM. Calibrate with Quality Auditors to determine training needs, develop action plan and report out the improvement process in business reviews. Conducting pre-screening of new hires. Will be responsible for the new employee performance till the end of OJT (On the job training). Accountable for meeting the training metrics like yield, Speed to proficiency etc. Is required to create / modify / update the content for all training needs (New hire, ongoing, supervisor). Should be well versed in SOP creation, documentation, preparing process flows. Profile Qualifications: Minimum of 1 year experience as a Process Trainer in US RCM industry. Should have knowledge in RCM, Denials, AR, Posting, cash posting, Billing. Candidate should be a graduate. Should have good hold on providing classroom training. Immediate joiners are preferable. Should possess strong documentation and presentation skills. Should be flexible to work in shifts, based on business need. Convinced? Submit your application now! Please make sure to include your salary expectations as well as your earliest possible hire date. We create the future of e-health. Become part of a significant mission.

Greetings from Infosys BPM Ltd., We are hiring Assistant Quality Manager for a global Service Desk project at Electronic City, Bengaluru and Hinjewadi, Pune, please find the below job description for your reference and apply if interested. Job Role: Assistant Quality Manager Work Location: Electronic City, Bengaluru / Hinjewadi, Pune (work from office) Education Qualification: Full-time graduation / Post graduation Experience required: At least 6 years of experience in Quality and Process Improvement in Service Desk domain. Job requirements: 6+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions. Added advantage if certified on ITIL methodology Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges. Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space Regards, Infosys BPM Talent Acquisition Team

ACL Digital is seeking an experienced MIS and Quality Lead to compile and analyze support metrics for monthly reviews, drive continuous improvement, and ensure high-quality service delivery for our Oracle Managed Services project. The role involves collaborating closely with client leads to manage small enhancements based on team capacity and oversee the quality assurance processes. Responsibilities: Compile and analyze support metrics for monthly reviews. Collaborate closely with client leads to drive continuous improvement. Manage small enhancements based on team capacity. Oversee quality assurance processes to ensure high-quality service delivery. Develop and maintain MIS reports and dashboards to provide insights into service performance. Conduct regular quality audits and identify areas for improvement. Ensure compliance with industry best practices and client procedures. Provide training and support to team members to enhance quality and performance. Must-Have: Strong analytical skills with experience in metrics-driven continuous improvement. Proven experience in quality assurance and MIS reporting. Excellent coordination and communication skills. Ability to work independently and manage multiple priorities. Strong problem-solving and analytical skills. Good-to-Have: Familiarity with Oracle EBS and/or Oracle Fusion Finance support metrics. Experience in using support management tools like ServiceNow. Knowledge of quality assurance frameworks and best practices.

Responsibilities: * Conduct quality inspections using established procedures. * Ensure compliance with QA/QC standards during production processes. * Analyze product data for defects and deviations.

We are seeking a detail-oriented and analytical Quality Engineer to join our team. The ideal candidate will be responsible for ensuring that products and processes meet established quality standards through effective planning, monitoring, and continuous improvement initiatives. You will collaborate with cross-functional teams to identify root causes, implement corrective actions, and drive quality improvements throughout the organization. Role & responsibilities 1. Pre-Delivery Checks Mix Design Approval: Confirm the concrete mix design is approved and matches the project specification (e.g., M20, M25). Raw Material Quality: Verify the quality and test reports of cement, aggregates, water, and admixtures. Batching Plant Audit: Inspect calibration of batching plant, weigh scales, and proper storage of materials. 2. During Delivery (Transit Mixer) Slump Test: Ensure workability using a slump cone test . Temperature Check: Measure concrete temperature Transit Time: Confirm concrete is poured within 90 minutes from batching. Visual Inspection: Check for segregation, consistency, and homogeneity. 3. On-Site Tests Cube Casting: Take 6 cubes per batch (commonly) for compressive strength tests (e.g., 7-day, 28-day). Slump Recheck (if delay): Perform another slump test if concrete is delayed. Placement Supervision: Ensure proper pouring, vibration, and compaction. 4. Post-Pouring Curing Check: Monitor curing methods Cube Testing: Ensure lab tests are done on time and results recorded. Documentation: Maintain batch tickets, test reports, delivery notes. 5. Segregation A Quality Engineer Should be able to identify the causes like excessive vibration , high slump, improper handling. Recommend the preventive measures like correct batching , proper transportation , placement techniques . Inspect for segregation during pouring and compacting . Ensure corrective actions are taken if segregation is observed . Preferred candidate profile . Bachelors degree or above in Civil Engineering or related field . Demonstrated experience in a similar role . Excellent computer skills, previous experience with project management software . Strong analytical skills, with keen attention to detail . Strong communication skills, both written and verbal . Able to work to agreed deadlines and timescales . Demonstrated knowledge of health and safety guidelines . Good problem-solving abilities

experienced Quality Head to lead and oversee the quality assurance and control processes at our manufacturing facility in Papparambakkam. andidate will have a strong background in quality management, with in-depth knowledge of ISO and IATF standards.

Reinforcement checking as per B.B.S & drawing Checking the quality of concrete at pumping station before pumping. DP Test , Formwork checking, Maintain of all document as per QAP CTC upto 4LPA Whatsapp on 9820831597 Required Candidate profile Must have 5+ years Exp in High Rise Building Prefer candidate working in civil contracting firm

Role & responsibilities Should have production knowledge of sports shoes as well as leather footwear. To perform endline inspections at client site. Degree from a reputed institution or Diploma from FDDI / CFTI. Location - Chennai Position Type - One year renewable contract.

TaskUs is looking for Quality Analyst to join our dynamic team and embark on a rewarding career journey A Quality Analyst is responsible for ensuring that the products, services, and processes of an organization meet specified quality standards Key responsibilities include:1 Developing and implementing quality control procedures2 Analyzing data to identify trends and areas for improvement3 Collaborating with cross-functional teams to resolve quality issues4 Documenting and communicating test results to stakeholders5 Participating in continuous improvement initiativesRequirements for this role include a strong attention to detail, experience with quality control methodologies, and excellent analytical and problem-solving skills

The Primary responsibility of the role is to perform marketing operations to improve visibility of the content in Amazon Prime Video. The role will require the candidate to quickly understand the marketing tools and operation workflow tools. Associate need to continuously adapt and learn new features of the program and improve on their acumen to quickly edit and fix up contents. Associate has to follow editing SOP to spot/catch errors in the content. Associate needs to perform content quality check to qualify user experience for content viewing (flow and format quality). Associate will need to use software tools for quality audit, content editing and data capture. The associate will need to be aware of the operations metrics like productivity (Number of titles processed per hour), quality (defect %age) and delivery/latency SLA. The associate will be measured on compliance to these Metrics, SLA requirements, QA guidelines, team and personal goals. Associate should be a team player and come up with improvement ideas to their direct report and improve the editing/QA process. The associate will need to often contact stakeholders globally to provide status reports, communicate relevant information and escalate when needed. The role is an individual contributor role. The role requires a graduate degree with exposure to MS office and comfort with numbers. In addition the associate should have attention to detail, good communication skills, and a professional demeanor. The role requires the associate to be comfortable with rotational / night shift hours and flexible to extend support during critical business requirements Completed under graduation (UG) in any stream Analytical knowledge to solve basic mathematical and logical problems Candidate should be familiar with excel function. Ability to communicate effectively Strong attention to detail in editing content and deep dive and identify root causes of issues Good at problem solving, data analysis and troubleshooting issues related to content editing Ability to meet deadlines in a fast paced work environment driven by complex software systems and processes Self starter, good team player Good interpersonal skills to manage ongoing relationships with program team and inter operations teams Working knowledge of XML standards would be an added advantage Knowledge of or experience in Digital Marketing industry is a big plus

Are you excited to work with a global Data Analytics team with diverse backgrounds and talents? Can you apply your technical skills to help quantify business risks? Do you enjoy the challenge of driving business impact through analytics and are looking for an opportunity to lead innovation? We re looking for a Data & Analytics Specialist to: Work collaboratively with stakeholders within Group Internal Audit (GIA) to deliver high quality audit analytics and divisionally-aligned solutions to support audit teams with their audits and risk assessments. Strategically plan, design, implement and own a range of audit-team aligned products, proactively monitor impact and take initiative to maximize value for end-users. Clearly communicate complex insights derived from analytics to senior stakeholders in a manner that is both engaging and impactful. Stay up-to-date with the latest trends and advancements in analytical innovations and leverage these to enhance process efficiencies. Build and maintain constructive relationships with colleagues across our GIA Innovation team and provide technical guidance to other team members. Bachelors or Masters degree in a relevant field (e.g. Statistics, Data Science, Mathematics, Business Administration, Computer Science). 3+ years experience working as a data analyst / scientist building innovative data-driven solutions, preferably within the financial services industry. Strong analytics and reporting skills with proficiency in Python, SQL, Alteryx and Power BI/Tableau. Strong problem solving skills with ability to think on scale and apply the right analytical techniques. Excellent communication and interpersonal skills both written and oral. Ability to grasp technical concepts and communicate such concepts to various audiences. Able to work effectively as an individual contributor with minimal supervision. Self-motivated and proactive team player, who takes ownership and accountability of projects, has strong organizational skills as well as ability to effectively manage competing priorities. Experience delivering projects within an Agile methodology framework.

ABFRL is looking for Management Trainee - Coimbatore to join our dynamic team and embark on a rewarding career journeyShadow and work with experienced managers and leaders to gain an understanding of the roles.Participate in projects and initiatives to demonstrate competence and add value to the organization.Provide support to managers and teams, as needed.Attend meetings, conferences, and other training events to expand knowledge and network with other professionals.Evaluate and analyze business operations, identify areas for improvement, and make recommendations for changes.Strong commitment to learning and professional development and be open to feedback and constructive criticism.Excellent communication, interpersonal, and problem-solving skills.

Hiring QA/QC Engineer – Projects (E&I) Barmer (Rajasthan) & Jamnagar (Gujarat) Refinery/Oil & Gas/Power QA/QC in E&I works career@authentic-staffing.com +91 91575 49257

ACL Digital is seeking an experienced MIS and Quality Lead to compile and analyze support metrics for monthly reviews, drive continuous improvement, and ensure high-quality service delivery for our Oracle Managed Services project. The role involves collaborating closely with client leads to manage small enhancements based on team capacity and oversee the quality assurance processes. Responsibilities: Compile and analyze support metrics for monthly reviews. Collaborate closely with client leads to drive continuous improvement. Manage small enhancements based on team capacity. Oversee quality assurance processes to ensure high-quality service delivery. Develop and maintain MIS reports and dashboards to provide insights into service performance. Conduct regular quality audits and identify areas for improvement. Ensure compliance with industry best practices and client procedures. Provide training and support to team members to enhance quality and performance. Must-Have: Strong analytical skills with experience in metrics-driven continuous improvement. Proven experience in quality assurance and MIS reporting. Excellent coordination and communication skills. Ability to work independently and manage multiple priorities. Strong problem-solving and analytical skills. Good-to-Have: Familiarity with Oracle EBS and/or Oracle Fusion Finance support metrics. Experience in using support management tools like ServiceNow. Knowledge of quality assurance frameworks and best practices.

Must have a good knowledge of Committee Meeting,Audit work of MRD, Must Experience in NABH,NACL ACCREDITATION.

Designation : Quality Executive NABH Experienced Qualification : GNM/B.Sc. Nursing/MBA/MHA/BDS with good exposure in NABH documentaion and assessment Key skills ; Being able to handle NABH related documenttaion and coordination with all departments.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Content Mgt./ Web Publishing(Digital). Experience1-3 Years.

Coordinate with contractors & consultants for inspections & approvals. Maintain quality checklists, logs, and QA/QC reports. Issue NCRs and follow up on corrective & preventive actions (CAPA) Third-party audits & ensure timely closure of observations Required Candidate profile Knowledge of IS codes, NBC, and standard construction. Quality tools and procedures such as checklists, WIR, MIR, NCR, RFI, etc. Hands-on experience in site inspections and lab/field testing.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Order Management(Comms). Experience1-3 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Retail Banking(Card Operations). Experience1-3 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Retail Banking(Card Operations). Experience1-3 Years.

Job Title:Automation Anywhere Developer Location: Bangalore Experience Level: 6+ years : We are seeking highly skilled and technically proficient professionals with expertise in Automation Anywhere to join our team in Bangalore. The ideal candidate will possess strong communication skills and the ability to collaborate effectively with multiple vendors in a dynamic environment. Key Responsibilities: Design, develop, and deploy automation solutions using Automation Anywhere. Collaborate with cross-functional teams and external vendors to ensure seamless integration and delivery. Troubleshoot and resolve technical issues related to automation workflows. Maintain documentation and provide technical guidance as needed. Handle stakeholder interactions with diplomacy and professionalism. Required Skills: Hands-on experience with Automation Anywhere (preferably A360). Strong understanding of RPA concepts, architecture, and best practices. Excellent verbal and written communication skills. Ability to manage vendor relationships and navigate complex technical discussions. Problem-solving mindset with attention to detail. Preferred Qualifications: Certification in Automation Anywhere. Experience working in multi-vendor environments. Exposure to enterprise-level automation projects. Mandatory Skills: Enterprise RPA-AutomationAnywhere. Experience5-8 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: User Acceptance testing. Experience3-5 Years.

Role Purpose The purpose of this role is to ensure compliance and quality of the process within an account. Do Track and review the process quality through audits Develop audit plan as per SOP and allocate reviews to the analysts Monitor to ensure that the audits are being conducted as per plan Review the audit data across the account to review the account performance on quality parameters, identify the error trends Prepare reports for review for the internal leadership as well as client Identify the best practices and work with the delivery team to deploy for improvement Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits. Drive training within the account to ensure process quality is maintained Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap conduct monthly trainings based on the error types identified in the process audits Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates Develop the training reports and share with the key stakeholders including the client twice a week. Support the incoming new process For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Deliver No.Performance ParameterMeasure1.Process PerformanceMeet quality parameters in the account Trainings conducted Timeliness in reporting2.ComplianceAudit reports Compliance in audits3.Team ManagementTeam attrition %, Employee satisfaction score Mandatory Skills: Quality Management. Experience3-5 Years.