Quality Assurance Associate IV

1 week ago

hyderabad, India Conduent Business Services Full time

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.


Job Track Description:

  • Performs business support or technical work, using data organizing and coordination skills.
  • Performs tasks based on established procedures.
  • In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

  • Proficient in a range of operational processes through prior job-related experiences and trainings.
  • Completes assignments and guides the work of peers and other team members.
  • May work cross functionally, in different areas when necessary.
  • Proposes improvements to processes and methods.
  • Works within established procedures and practices.

Functional Knowledge

  • Has developed skillset in a range of processes, procedures, and systems
  • Acts as a technical expert in an area.

Business Expertise

  • Helps teams to integrate and work together to support the achievement of company goals.

Impact

  • Impacts own team and other teams whose work activities are closely.
  • Impacts the end user for a more efficient and productive experience.

Leadership

  • Serves as a team head and may allocate work.
  • May give subject matter guidance to junior team members.

Problem Solving

  • Ability to problem solve and evaluate issues and solutions to provide the best outcome for clients and end users.

Interpersonal Skills

  • Exchanges ideas and information effectively.
  • Empathetic and patient demeaner, showing understanding and compassion for the end user.

Responsibility Statements

  • Monitors transactions to ensure compliance against performance standards.
  • Develops and implements key process improvements.
  • Develops systematic approaches to assure high-quality services are provided.
  • Partners with operational team leads on areas of opportunity that have been identified.
  • Documents performance trends to develop processes and improve overall performance.
  • Assesses associate performance and delivers coaching based on findings.
  • Assists with the development of training, QA processes, and process improvement.
  • Interacts with work leaders, supervisors, and managers.
  • Reviews work of levels 1, 2, and 3.
  • Provides feedback and coaching to transaction processing personnel on errors created.
  • Provides support in creating and reviewing documented SOPs with operations.
  • Detects, examines, and reports fraudulent activities.
  • Helps create corrective and preventive action plans (CAPA) for error elimination or minimization.
  • Conceptualizes, develops, and delivers training modules on process knowledge, auditing techniques, and quality tools.
  • Performs other duties as assigned
  • Complies with all policies and standards

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