Jobs
>
Indianapolis

    Customer Service Quality Assurance - Indianapolis, United States - Infosys BPM

    Show more Collapse job
    Default job background
    Upper Management / Consulting
    Description

    Workforce Analyst

    Quality Analyst

    In the Quality Analyst role you will conduct process audits, deploy designed processes, analyze and report performance on quality. Support and implement de-risking plans for the process. Share and document best practices. Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery. Monitor transactions and calls for compliance and highlight any failures to the team concerned. Provide feedback to the agents, based on the findings of the monitoring. Participate in calibration processes with clients.

    Responsibilities

    • collate and analyze performance data on quality
    • process audits, identify gaps in execution process steps, and provide feedback to agents / TLs
    • key areas of improvement and prepare action plans specific to each area
    • huddle packs based on the RCAs completed
    • and implement sampling plan, conduct calibration session and feedback session
    • in calibration sessions with the Client and provide RCA for weak performances
    • awareness by training and bringing visibility to Risk quality initiatives in the engagement
    • and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations
    • and track implementation of corrective actions to ensure process continuity and stability
    • the knowledge data base is up to date and conduct regular floor audits to measure awareness
    • on adherence to compliance in transaction monitoring and highlight failures to stake holders

    Basic Requirements

    • 4 years of relevant experience as a quality auditor
    • diploma, GED or equivalent
    • to work in rotational shifts

    Preferred Requirements

    • in process excellence, operational excellence and transactional quality
    • to negotiate, good presentation skills and Client Interfacing

    About Us

    Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

    Infosys BPM has 42 delivery centers in 16 countries spread across 5 continents, with 57,908 employees from 124 nationalities, as of June, 2023.

    The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

    EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

    Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.


    We have other current jobs related to this field that you can find below

  • Wyandot Snacks

    Quality Assurance

    1 week ago


    Wyandot Snacks Marion, United States

    QUALITY ASSURANCE - Quality Assurance - 2nd and 3rd Shift · Marion, OH 43302, USA · Req #144 · Wednesday, June 5, 2024 · JOB SUMMARY · To sample, test and evaluate raw ingredients and packaging materials, and finished product, to ensure they meet both our customer's and Wyandot's ...

  • Wyandot Snacks

    QUALITY ASSURANCE

    2 weeks ago


    Wyandot Snacks Marion, United States

    JOB SUMMARY · To sample, test and evaluate raw ingredients and packaging materials, and finished product, to ensure they meet both our customer's and Wyandot's quality standards. To support and assist other departments as needed. · RESPONSIBILITIES · Responsible for sampling, ...


  • Actalent Indianapolis, United States Contract to Regular

    JOB DESCRIPTION Actalent is Hiring a Quality Assurance Specialist · (Indianapolis, IN) · Description: · The Quality Assurance Specialist will be responsible for oversight of the quality systems, production, quality laboratory, quality technicians. ect. This Specialist will w ...


  • Ingredion Incorporated (NA-US) Indianapolis, United States Full time

    JOB TITLE: Quality Assurance Specialist · LOCATION: Indianapolis, Indiana, USA · REPORTS TO: Quality Assurance Manager · The Quality Assurance Specialist will support the treating and drying unit by ensuring that unit activities related to food safety and quality follow the ...


  • Crane Co Marion, United States Full time

    Position Summary · : The Quality Assurance Technician is responsible for the development, implementation, and improvement of systems controls for the value stream. The role will drive a focus on exceeding expectations for the end users of Resistoflex products made by the value s ...


  • First Search Inc. Indiana, United States

    Our quality standards are recognized within the global community. We are seeking a quality professional to continue our pursuit of quality excellence in the role of Quality Supply Chain Manager. In this role will manage the design and maintenance of the Quality and Engineering sy ...


  • Hansen Agri-PLACEMENT Indiana, United States

    PLEASE NOTE: We will not be able to reply to you if your resume does not meet the position requirements. There is NO closing date. This position will remain open until a suitable candidate is found. QUALIFICATIONS: - Education Four-year bachelors degree in food science, microbiol ...


  • Vergence Indianapolis, United States

    Job Description · Job DescriptionPay: $46.65/hour · In this role you will: · Conduct procedures to ensure that all IT systems, products, and services meet minimum standards and requirements. · Work closely with the applications development team during software development, to inc ...


  • Clif Bar & Company Indianapolis, United States

    Are You Ready to Make It Happen at Mondelēz International? · Join our Mission to Lead the Future of Snacking. Make It Possible. · Mondelez (MDLZ) International, Inc is on a mission to lead the future of snacking by offering the right snack, at the right time, made the right way. ...


  • Kelly Science, Engineering, Technology & Telecom Indiana, United States

    Title: Quality Assurance Team Lead · Location: Lebanon, IN · Salary: $70-80k (negotiable based on exp.) · Shift: 2nd | Mon-Fri | 2pm-10:30pm | Mon-Fri · SUMMARY · Responsible for developing and coaching a staff of QA Technicians and handling the Plant's Quality Control (QC) and ...


  • Food Lion Marion, United States

    PRIMARY PURPOSE · Provide our customers with a clean, safe, inviting place to shop by maintaining standards in accordance with the standard practice manual. Minimize shrink through proper utilization of standard practice. · DUTIES AND RESPONSIBILITIES · • Maintain an atmosphere ...

  • Eli Lilly and Company

    Quality Assurance

    3 weeks ago


    Eli Lilly and Company Indianapolis, United States Full time

    At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve th ...


  • Clinical Architecture Indianapolis, United States

    Job Description · Job DescriptionWho We Are · Clinical Architecture is at the forefront of healthcare IT innovation. Our team is an ambitious group of diverse leaders who balance creativity and expertise to solve tough problems that make a difference. Our environment is positive, ...


  • DelMonte Hotel Group Indianapolis, United States Full time

    LEGENDS · GLOBAL MERCHANDISE · Recognized leaders in retail and merchandising worldwide, Legends Global Merchandise provides a fully customized, customer-centric, omnichannel shopping experience for fans. Our vertical service solution allows us to provide the latest trends, st ...


  • Eli Lilly and Company Indianapolis, United States Full time

    At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve th ...


  • AppleTree Staffing Indianapolis, United States

    Job Description · Job DescriptionAppleTree Staffing is actively seeking a dedicated Quality Assurance Manager to join our client's team on the southwest side of Indianapolis. · Why Choose Us: · Industry Leader: Our client is an industry leader in the aerospace sector with a remar ...


  • Hansen Agri-PLACEMENT indiana, United States

    QUALIFICATIONS: - Education Four-year bachelors degree in food science, microbiology, etc.- Minimum 2-3 years of food manufacturing experience- Certified SQF is desired. · - Need to have the desire to be on the plant floor and setting up quality systems within the plant.- Willing ...


  • Bristol Myers Squibb Indianapolis, United States OTHER

    Working with Us · Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production lin ...


  • Eli Lilly and Company Indianapolis, United States Full time

    At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve th ...


  • GE HealthCare Indianapolis, United States

    **Job Description Summary** · The Global Compliance Quality Assurance R&D / GCP Leader is a crucial role within clinical research, particularly in the pharmaceutical, biotechnology, or medical device industries. This individual is responsible for overseeing the quality assurance ...