Process Specialist-Quality Analyst

Job Type: Full Time, Onsite
Location: Aguadilla, Puerto Rico

Role Summary:

• 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
• Preferred experience of Mobility/ Wireless Phone issues Knowledge and environment

Essential Responsibilities:

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

Qualifications

Basic:

• Minimum of 2 years of relevant experience as it relates to job description
• High School Diploma or GED equivalent

Preferred:

• Exceptional verbal and written communications
• Strong decision making and analytical ability
• Able to negotiate, good presentation skills and Client Interfacing
• Good interpersonal skills, coaching skills

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 45 delivery centers in 16 countries spread across 5 continents, with 58,090 employees from 111 nationalities, as of June, 2024.

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.