Specialist - Quality

Overview

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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 GDB project deployment to ensure successful project completion by conducting gap analysis, standardizing process, investigating cases timely, problem solving in order to meet defined KPIs.
• 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.

Qualifications

Seniority level

Employment type

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