Order Management Analyst
3 weeks ago
Transaction (voice/non-voice) /service quality audits, HCLTech
Bangalore, India -Full-Time
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
If this sounds like an environment you’ll thrive in, then you’re in the right place. Join our summer internship program; connect and learn from colleagues across the world while gaining impressive experience and knowledge in the tech industry.
Your Role & Responsibilities
Job Role : Transaction (voice/non-voice) /service quality audits
Experience : 1 to 5 years
Location : Noida / Gurgaon / Bangalore
Shift : US Shift - Night
Role Description:
Doing Transaction Monitoring and providing insights for Process health as Process accuracy, Failure points, defects, waste, customer experience and compliance levels on scorecards or through Dip checks on various checklists. Assist in developing, creating, and implementing quality processes and procedures, and making recommendations for process enhancements.
Responsibilities include:
Order Management: B2B customers of Telecom Wired network
Audit work performed by employees to assess process adherence, customer service performance (if applicable) and conformity to the company’s policies, processes, and procedures
Understand Sample Size calculation and distribution approach and execute
Participation in all the Calibration Sessions (internal / External)
Identify the training needs of the associates or improvement opportunities basis gaps identified
Perform case review for bucketisation or Pareto check on audits and voice of end customer (Surveys) or client escalations
Provide training induction on Transaction Quality framework
Provide timely and detailed feedback and coaching on opportunity areas arising out of the audits done
Provide recommendations for Process Improvement/Training Needs/Risks and inform Process and Sub-Process Managers of any identified relevant/escalated issues
To provide data to operations for quality related PIP (Process Improvement Plan) progression
To prepare MIP (Monitoring Improvement Plan) and track progression (equivalent to Critical error management policy)
Participate in Operations/business Team Huddles and relevant client interactions (as applicable). Lead Quality related topics in such huddles.
To conduct weekly performance update (WPU) covering the latest process updates
Work on or participate in Quality circles or improvement projects
Perform other duties as assigned - perform Transaction processing/handle calls (Production tasks) for allocated period or on need basis Perform all Order Management fallout functions, generally tied to groups of orders for a single client or project
Provide senior level support for escalated orders, high visibility clients, and high revenue orders
Manage and resolve fallout in specialty areas such as circuit provisioning and Network builds
Provide vendor partner oversight
Skills and Qualifications
Must possess good communication (verbal and written), interpersonal, problem solving and customer service skills.
Ability to work with minimal supevision highly self-motivated.
Ability to deliver high quality, customer service while delivery good Customer Experience
Logical thinking and Analytical approach to problem detection and solving
Ability to Coach and open to take Feedback
Good knowledge of Computer usage and Microsoft Office software with emphasis on Excel capabilitites
Excellent team working skills and flexibility in their approach to work
Ability to perform and make informed decisions under pressure and ability to adopt critical thinking in the decision-making process
Ability to work on a flexible schedule & Must be able report to the office per requirement
Negotiation and conflict management skills
Working knowledge of Telecommunications, Networking Technologies, and Solutions
Ability to generate basic reports suitable for representation
Eye for detail with high level of accuracy. Ability to perform basic Data Analysis for making sense of the data
Ability to comprehend requirements and share their point of view and ask questions to understand and explain your point of view
How You’ll Grow
At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.
Why Us – HCL DPO
We are one of the fastest-growing large tech companies in the world, with offices in 60+ countries across the globe and 222,000 employees
Our company is extremely diverse with 165 nationalities represented
We offer the opportunity to work with colleagues across the globe
We offer a virtual-first work environment, promoting a good work-life integration and real flexibility
We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark
We offer comprehensive benefits for all employees
We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
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