Responsibilities:
Conduct measurement of quality for respective departments(transaction processing or reporting)
- Ensure that all measurements are carried out in accordance with process documentation updated on Infoweb and meet SLA;
- Coordinate internal audits with the help of BC leadership;
- Train team members on audit procedures for sharing of best practices (cross training etc);
- Ensure adherence of new processes to global processes;
- Participate in the resolution of disputed errors with GSS F&A operations and escalate as and when required
- Present monthly/quarterly audit findings to operations with various reports and presentations;
- Review scorecard reports monthly, report any errors and get them fixed by working with BC leadership and Infoweb team;
- Analyze data such as CSAT, quality accuracy, timeliness,productivity and utilization, and share findings with Ops to help them improve performance.
Requirements:
- Have a basic understanding of accounting,preferred BPO or quality management experience;
- Fluent in English or Japanese;
- Work with MS Excel;
- Look for improvement areas in processes;
- Pay close attention to detail.