Role: Associate OTC - Quality Assurance
(US Shift)
Location:
Kharadi, Pune“Life Unlimited” At Smith+Nephew. We design and Manufacture technology that takes the limits off livingThe Associate OTC – Quality Assurance (QA) (US Shift) is responsible for monitoring, evaluating, and enhancing the quality of collections activities within the Order-to-Cash (OTC) process. This role ensures adherence to established policies, procedures, and communication standards while promoting a positive customer experience. The Associate OTC – QA also coordinate the provided feedback form the customers collaborating with stakeholders to enhance overall efficiency, compliance, and customer satisfaction.
What will you be doing?
Quality Assurance:
- Perform regular quality reviews of collections activities using established QA evaluation forms and scorecards.
- Review the accomplishment of the SLA commitments, communication standards, and documentation accuracy in systems (e.g., High radius, SAP, ServiceNow).
- Verify that customer-facing interactions (calls, emails, escalations) align with professionalism, accuracy, and OTC guidelines.
- Ensure collection procedures are executed as per the SOP requirements. (documentation and reconciliation)
Customer Experience:
- Own and manage customer experience feedback through the survey monkey SharePoint. Also, Follow-up the E2E of the actionable items.
- Analyze customer concerns and complaints on the survey results and coordinate the actionable items with the internal Stakeholders.
- Support OTC initiatives as required.
What will you need to be Successful?
- Education: Bachelor's degree in business administration, Finance, Accounting, or related field (or equivalent work experience).
- Atleast 1-2 years of experience in OTC - Collections and SAP.
- Should be comfortable for US Shift.
- Proven experience in Accounts Receivable, Collections, or OTC processes.
- Strong knowledge of QA methodologies, process controls, and compliance requirements.
- Familiarity with ERP systems (e.g., SAP) and collections tools (e.g., GetPaid) preferred.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
- Good Communication and stakeholder management skills
You Unlimited.
We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion + Belonging:
Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).
Other reasons why you will love it here!
- Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
- Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
- Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
- Flexibility: Hybrid Work Model (For most professional roles)
- Training: Hands-On, Team-Customized, Mentorship
- Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.
Stay connected by joining our Talent Community.We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into
You. Unlimited.
, life, culture, and benefits at S+N.Explore our website and learn more about our mission, our team, and the opportunities we offer.
