Specialist - Quality - Military veterans preferred

Job Purpose:

Provide process and system expertise in Quality Team that contribute to the delivery of critical business priorities whilst at the same time continuously improve the quality and efficiency of OTC & finance service in line with digitalization that result to customer satisfaction.

Key Responsibilities:

• Driving high performance with good knowledge of critical tasks in Quality Team having touch-base with other functions in AR, Billing, RTR, PTP, Global etc. (example: Centralize Control on User Access review, Cash Sales and Duty Cash reconciliation, Duty reconciliation, various systems interface reconciliation, DVRA Recon Threshold analysis, supervisory review, Audit etc.).
• Build and sustain an effective and collaborative working relation with key stakeholders within the internal shared services community (BPO, IC, OTC & finance teams etc.), with country, regional teams and global / regional process towers experts to ensure smooth functioning of tasks / transitions etc.
• Diligent execution of project transition activities in Cash and Duty project deployment to ensure successful project completion by conducting gap analysis, standardizing process according to GOM/ROM, investigating cases timely, problem solving in order to meet defined KPIs for cash collection.
• Conduct supervisory and quality review / verification as per global SOPs, network policies and required controls (CRISP and external audit controls) to ensure controls are strictly compliant as well as to achieve center’s audit KPI.
• Collaborate with all function Managers, Team Leaders and Associates and support them in ensuring process compliance and continuous service excellence.
• Proactively defines initiatives by performing deep dive analytics and is knowledgeable in the usage of data from various systems for to deliver a comprehensive analysis that contributes to yield, improves the quality and efficiency of OTC & finance tasks.
• Take ownership of on 1st level escalation or handle critical concerns raised by the business.
• Contribute as a “business process expert” in regional/global projects. Prepares and reviews relevant business scenarios used for purpose of testing arising from process changes and system enhancements or upgrades.
• Support all function of projects like transitions, UATs for system changes and deployments / enhancements of relevant OTC and finance systems (e.g. SYNQ, Cash Sales and Duty Reconciliation, SAP, IBS(+) etc.)
• Prepare BRS and CR writing for new requirement or changes of existing process/system and present the ideas to management and BPO team.
• Consistently provide ideas of improvement on Quality Digital Tool (SYNQ) for better automation rate of existing activities or new activities in line with Digitalization.
• Prepare comprehensive task level performance review reporting and slides. Present at management level and in Country/Regional SPR.
• Support the communication of global procedures or standards amongst colleagues to ensure compliance and standardization of work practices.
• Support the development of future process experts.
• Act as a horizontal back up for Team leader when so required.