Role Purpose The purpose of this role is to conduct audits to ensure quality compliance within the account. Do Conduct process quality audits as per plan Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA) Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes. Deliver No.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targets Compliance % as per audit reports – zero misses2.Process ComplianceCase targets – 2 hours/ week logged to be updated with the process Mandatory Skills: Quality Assurance.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customersand clientsbusiness Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Unix - Implementation and Maintenance. Experience8-10 Years.

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders Collaborate with leaders to provide strategic and operational plans associated with the account Plan the strategy for the coming years by identifying new geographies for alternate revenue streams Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain a green card at all times Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines Delivery governance in the account Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project Ensure a green card for all accounts in terms of performance and quality Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Ensure regular invoicing as per the contract terms and condition Forecast and track key account metrics Invoicing Timely submission of invoices to the client as defined in the SOW Provide information required and resolve any invoicing issues raised by the client Collect and analyze statistics (costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Ensure outstanding performance against key metrics mentioned in the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customer service metrics etc.) Set direction for the team, track progress against targets through regular cadence calls and course correct as require Drive the focus of the team on quality and adherence to contract compliance processes Drive and implement structured cadence around quality, both process and transactional Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. Resource Allocation & Retention Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery Optimize manpower and minimize leakages by working closely with delivery head Ensure retention by offering relevant trainings and certifications of all allocated resources Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Mandatory Skills: Geographic Info. Systems(Car support). Experience8-10 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Appium. Experience5-8 Years.

Role: The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts. Do: Implement deployment quality strategy for the assigned Accounts Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms Review and reallocate the priorities to align with the overall strategy of the line of business / business unit Quality control and Customer satisfaction Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account. Ensure completion of survey and address any queries in a timely manner. Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads Drive the account wise tracking of action planning identified for sustained CSAT in various projects. Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins. Support the Account Leadership teams for tracking and managing client escalation for closure. Early Warnings and Business partnership Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones. Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts. Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices. Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards. Continuous Improvement Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency Support the collection of metrics to show the improvements- efficiency / productivity improvement. Team Management Team Management Clearly define the expectations for the team Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Guide the team members in acquiring relevant knowledge and develop their professional competence Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the tea Track team satisfaction scores and identify initiatives to build engagement within the team Deliver No. Performance Parameter Measure 1. Quality Control and Customer satisfaction CSAT Score-BU/Account/Portfolio level Process Compliance/Exceptions Scores Audit Coverage percentage Schedule performance Scores Planned vs actual project effort Resource productivity scores 2. Capability Building New Employee Onboarding New Employee Certifications 3. Continuous Improvement Lean projects implemented per year Productivity improvement of resources Continuous Improvement Processes implemented per year 4. Team Management Team attrition % Employee satisfaction scores 5. Capability Building % trained on domain and location specific skills, % of team trained in necessary leadership skills Mandatory Skills: Quality Assurance. Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Performance Testing. Experience5-8 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Record to Report - DOP. Experience1-3 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Network Voice Admin. Experience5-8 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: WFA - HCM. Experience1-3 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Payroll(HCM). Experience3-5 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Order Management(Comms). Experience3-5 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: IT Environment Management Support. Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: IT Environment Management Support. Experience5-8 Years.

Quality and Performance Engineer will be responsible for driving business value in Order Management through Process Quality Improvement and supporting for performance management framework through digital initiatives and data analytics. Ensures to meet quality standards in the process for responsible regions and supporting teams in analyzing the data, identifying patterns and proactive notifications to end users for timely actions. You have: Engineering Graduate from any stream or equivalent graduation degree. 4+ years of experience preferably profile is advance analytics and reporting. Good knowledge of Power platform (Power BI, Power App and Automate), Quality tools and Digital Automation. Advanced Excel using Macros Experience with SAP It would be nice if you also had: Python Scripting Precise and Quality oriented Good interpersonal skills Proactively analyzes the performance metrics and takes proactive / correction action with concern team. Support in Digitalization and automation of process through small scripts and macros creation etc.. Provide technical support for the performance management framework using Power platform (power app, power BI and Power automate) Proactive monitoring and system alert creation for process exception i.e. creation of system alert / notification to end user when there is any deviation in the performance metrics. May lead small projects with limited risks and resource requirements. Demonstrate initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work Perform routine activities to meet departmental/project objectives.

Open Positions: Officer / Executive / Sr Executive Quality Assurance & Quality Control : Analytical Skill on HPLC, Electrophoresis, Microbiology, Document Review, IPQA, Quality Systems, GMP Compliance, QA-QMS Biosimilars Manufacturing: Downstream (Operation of Chromatography systems) & Upstream (Handling of Single use and Stainless-steel bioreactors) Experience: 2 to 10 years of relevant experience in Biopharmaceutical Qualification: B Sc / B. Pharm/B Tech / M Sc in Microbiology / Biotechnology / Chemistry/M. Pharm Date : 01st June 2025, Sunday Time : 08:30 AM to 06:00 PM (Registration will be closed by 12:00 PM) Venue : Hotel Pride , 5, University Rd, Narveer Tanaji Wadi, Shivajinagar, Pune, Maharashtra 411005, India Note: All positions are based out at Pune, Gotawade.

Role & responsibilities In Process Quality check and control. Knowledge of mechanical drawings. Troubleshooting and resolving process issues. Conduct regular inspections, audits to maintain quality control through out the manufacturing process. Implement preventive measures & corrective measures to avoid welding, fitting and bending mistakes during manufacturing process. To work with other teams to improve quality by various QC techniques. Responsible for quality documentations. Monitor all QMS related activities.

1. Experience in manufacturing operations 2. 6+ years experience in a supervisory capacity and leadership roles 3. Bachelors degree in production management, Engineering, or a related field. 4. Excellent project management skills 5. Experience in creating procedures and monitoring product servicing activities 6. Experience in production and quality control as per ISO 13485 7. Decent understanding of medical device manufacturing processes 8. Proven track record of successfully training employees in productivity and safety 9. Ability to coach and mentor employees on a one-on-one basis as well as a group 10. Knowledge of project management principles and practices 11. Knowledge of business and management principles and practices

Roles and Responsibilities Conduct quality control tests on raw materials, intermediates, and finished products using techniques such as HPLC, GC, FP, IP, Stability studies. Ensure compliance with cGMP guidelines and maintain accurate records of testing results. Investigate market complaints and perform microbiological analysis to identify root causes. Develop and implement quality assurance procedures for OSD formulations. Collaborate with cross-functional teams to resolve issues related to dissolution testing.

Hello, Greetings for day! Please find the below JD Preparation/ review of standard operating procedure (SOP), calibration procedures, specifications, standard test procedures, general test procedures etc. Conducting training on specification and method of analysis, SOPS and calibration procedures. Handling of QMS documents like Change control, CAPA, Incidents, OOS, deviations, Out of calibrations, OOT etc. To ensure timely closure of documents like Change control, CAPA, Incidents, OOS, deviations, Out of calibrations, OOT etc. To investigate the laboratory error / incident and its impact on quality and analysis of all samples. Participating as a cross functional team member for investigation of any QMS related issues. To observe and maintain Good Laboratory Practices. To prepare / review documents like stability schedule, hold time study schedule, preventive maintenance schedule, calibration schedule. Co-ordination with outside calibration agencies. To prepare/review instrument qualification data. Coordinating with other departments for smooth functioning of laboratory. Arranging standards required for the analysis. Arranging columns required for analysis. To approved sign in TRF( Intermediate) ,GRN,Hold time sample, stability sample Ensuring training of departmental staffs as per job requirement. Attending training program as per CGMP training schedule. To take part in method validation/transfer/verification activity. To maintain discipline in the laboratory. To prepare the analysis request form and send the sample to contract laboratory for analysis. To take part in customer/regulatory/internal audits. Responsible for follow the health, safety & environment norms as per company policy & procedures. To monitor the good housekeeping practices in all quality control area. To co-operate in achieving the quality control objective. Preferred candidates should be form CDMO industry or somebody who has handled multiple API product and handled 50 members team. Interested candidates can share their update resume and below details on 'jyotsna.sable@aartipharmalabs.com' Total years of exp: Current CTC Exp CTC: Notice Period: Are you open for move to Gujarat: Do you have experience in CDMO/API Manufacturing Industry: what is the team size did you handle?

We're Hiring at Kitchen Treasures! Location: Synthite Taste Park, Pancode, Kochi Position: Senior Executive Quality Control (QC) Kitchen Treasures, a leading name in the spices and food industry, is looking for an experienced and passionate professional to join our Quality Control team. Key Requirements: Minimum 5 years of experience in the Spice or Food Industry Strong knowledge and experience in QMS/FSMS system implementation & documentation Proficiency in auditing standards: GMP, PRP, HACCP, FSMS Basic skills in chemical analysis and testing of spices & spice powders If you're someone who thrives in maintaining high-quality standards and has a sharp eye for detail, we’d love to hear from you! Send your CV to: kavitha.ms@intergrowbrands.com

Role & responsibilities Spearheaded the development and deployment of Quality Management Systems (QMS) and Food Safety Management Systems (FSMS) , ensuring alignment with updated regulatory guidelines and seamless integration across the entire value chain including MU, CMU, depots, vendors, and transit points. Establish a robust mechanism for monitoring and reviewing key quality compliance metrics , using periodic quality audits and real-time performance indicators to ensure adherence to established standards. Led quality capability building initiatives through structured training programs, coaching, and cross-functional team leadership , fostering a culture of continuous improvement and quality excellence. Drove the institutionalization of Operational Excellence frameworks such as PQMS, 5S, Statistical Quality Control (SQC), and World Class Manufacturing (WCM) to standardize best practices across regional operations. Collaborated with the Head Office to ensure seamless implementation of end-to-end consumer care processes , enhancing customer satisfaction and issue resolution turnaround. Established a comprehensive Management Information System (MIS) for effective reporting and analysis of quality impacting parameters , enabling data-driven decisions and timely corrective actions . Preferred candidate profile QA professional with 12 -18 years of experience in the food industry with a background in B.Tech/M.Tech (Food) or M.Sc. (Food/Biotech/Microbiology/Chemistry). Proven expertise in QMS, FSMS, audits, FSSAI compliance, and operational excellence (5S, SQC, WCM). Strong in MIS reporting, team training, and consumer care process implementation.

Good knowledge of QMS, Change control , Deviation. Having knowledge of Validation, APQR and other qulaity complience..Responsibilities: Perform analytical testing using various techniques, including HPLC, GC, UV-Vis, FTIR, and other relevant methods. Prepare and standardize solutions and reagents. Analyze and interpret test results, ensuring accuracy and compliance with specifications. Document all testing activities and results in accordance with GMP/GLP guidelines. Maintain and calibrate laboratory equipment. Investigate out-of-specification (OOS) results and implement corrective and preventive actions (CAPA). Prepare and review QC documentation, including SOPs, test methods, and reports. Participate in internal and external audits. (Senior Analyst) Provide technical guidance and training to junior analysts. (Senior Analyst) Assist in method development and validation.

*To execute a monthly schedule of plan preventive maintenance. *To repair, maintain & collaborate of medical equipment. *To provide training for related facility staff on maintenance and utilization of equipment. *To coordinate and evaluate the work performed by service contractors including maintenance, calibration, installation, and verification of service documentation. *To audit all processes related to the delivery of medical gases. *To have a complete orientation of the QMS and EMS system of the Hospital. *To have complete Awareness of the Disaster Management Programmer (DMP) of the hospital. *To Comply with the service quality Process, environmental & occupational issues & policies of the respective area. *To Comply with patient safety policy. *To ensure safe utilization of equipment and proper waste disposal system. *Supports patient diagnosis and treatment by installing, testing, calibrating, and repairing biomedical equipment; training users; maintaining safe operations. *Approves new equipment by conducting tests, ensuring adherence to codes, and making modifications. *Installs new equipment by establishing, adjusting, calibrating, and testing performance. *Maintains equipment by completing preventive maintenance schedules, conducting tests, and troubleshooting and repairing malfunctions

Roles and Responsibilities: Create and maintain a framework and process in the organization for ensuring end to end project works are executed with highest quality standards in the industry Implement methods to inspect, test and evaluate processes and prepare documentations Effectively communicate with internal and external stakeholders for compliance issues and resolving the same Regular visits to the project sites for assessment of installation activities Implement matrix for internal scoring on quality checks, comparison with set standards and generate reports Responsible for understanding customer requirements and setup QMS Ensure adherence to Quality Management System (ISO 9001 & ISO 45001) & company policies & project procedures. Responsible for implementing and maintaining quality controls and documentation procedures for all departments for improving Quality control of process Contribute to continuous improvement activities Organise regular training programs with the team of quality engineers and technicians for on job performance. Ensure that all audit procedures are followed. Lead Quality Audits To Identify opportunities for eliminating cost and increase efficiency To achieve goals within the budget Organize internal and external audits, maintain quality records Root cause analysis and corrective & preventive actions on concerns raised on various projects Review project plans for quality requirements in the initial phase Analyse and present reports on quality status weekly and monthly Ensure safety compliance in Quality department Responsible for reporting of the quality engineers and staff in the department. All jobs as assigned by MD. Qualification & Preferred Skills: BE/Diploma Electrical with 5-7 years of experience Certification in Quality Management System. Excellent communication skill Teamwork & Leadership skills preferred IT Skills MS Excel, Word, PowerPoint. Familiarity with Google Workspace is preferred. Excellent in organising &documentation skills

At Siemens Energy, we can. Our technology is key, but our people make the difference. Brilliant minds innovate. They connect, create, and keep us on track towards changing the world's energy systems. Their spirit fuels our mission. Our culture is defined by caring, agile, respectful, and accountable individuals. We value excellence of any kind. Sounds like you? Environmental Protection Professional- Aurangabad , Siemens Energy, Full Time Looking for challenging role? If you really want to make a difference - make it with us We make real what matters. About the role As an Environmental protection professional, you'll ensure that an organization is operating in accordance with environmental guidelines and goals. Your role will involve examining Environmental Protection (EP) / Environmental, Social, & Governance (ESG) activities to determine where improvements can be made and ensuring compliance with environmental legislation and to Siemens EP program across the organization. You'll also implement and monitor EP / ESG strategies to promote sustainable development. Your wide remit means you'll review the whole operations, environmental data assessments, identifying and resolving environmental problems and ensuring necessary changes are implemented. This position will report to Execution Unit EHS Head. Proactively keep abreast with environmental regulatory requirements in INDIA and globally (expected changes and amendments) Co-ordinate with Corporate Environment officer and Environment Protection (EP) team at Headquarters (HQ ) on EP developments Support Business for Environmental protection compliances and policies implementation. Support Businesses to Establish and monitor Eco Efficiency @ Siemens indicators (EP KPIs) progress across Businesses. Support Businesses Establish and implement action plans to achieve EP targets in co-ordination with Businesses as measured by KPIs together with Corporate Environment officer. Coordinate with Business for data collection related to environmental legal compliances. Drive various resource efficiency related initiatives with EP such as plastic waste reduction, waste to landfill reduction, paper, and other natural resources consumption reduction etc. Enable/ facilitate environmental legal compliance in MAHARASHTRA and foster business opportunities. Develop environmental competences as required and identify competent external service providers for EP management. Share good EP practices and relevant technical/ statutory developments (CPCB, State Specific Requirements). Prepare EP related procedures guidelines and communicate to business. Develop roadmap for achieving EP targets and implementation of EP guidelines including Biodiversity initiatives (e.g. standards, processes, tools) Conduct/Support Environment Council meetings with members from various businesses/stakeholders and monitor/implement action items arising out of the meetings. We don't need superheroes, just super minds. You have an Environment Engineering degree or postgraduate qualification in Environmental Management / Sustainability management. You bring at least 2-3 years of relevant experience in working across industry sectors (preferably manufacturing) plus experience of working in factory functions as Environment expert is an added advantage to identify environmental risk and opportunities as well as sustainability issues and to ensure compliance with statutory requirements. Advanced communication techniques and ability to tailor communication to different target groups. Knowledge about management systems such as ISO 14001, ISO 50001 is required. Sound knowledge about Microsoft PowerPoint and excel is required. Exposure to international industry practices, Indian and global development institutions, and their operational practice, and will be a desired attribute. We've got quite a lot to offer. We've got quite a lot to offer. How about you? This role is based in Aurangabad , where you'll get the chance to work with teams impacting entire cities, countries "“ and the shape of things to come. We're Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and imagination and help us shape tomorrow. Find out more about Siemens careers at: www.siemens.com/careers