1046 Service Quality Jobs - Page 27

The Quality Documentation Specialist is responsible for creating traceability packages, up to and including data books. This role works with cross functional departments as a key member of the team to ensure that documentation is complete. The Quality Documentation Specialist will also be responsible for compiling and uploading documentation into Weatherford systems. REQUIRED SKILLS: Minimum 6-8 years of Quality Assurance Role with BE Mechanical or equivalent. Must have relevant experience into ISO 9001/ISO TS 16949/API Q1/AS 9100. Able to read and understand work instructions, drawing and related reference documents. Computer literate and familiar with Microsoft Office software at a minimum. Communicating effectively verbally and in writing as appropriate for the needs of the audience. Ability to use standard measuring equipment. Ability to interpret quality control specifications and schematics or drawings. Ability to identify problems and work on a systematic approach to solve those problems with employees and management. Proven history of understanding industry safety standards and quality expectations. Preferred Skills: ERP SAP. Travel Requirement: This role may require domestic and potentially international travel of up to: #LI-AG1 Roles & Responsibilities SAFETY, SECURITY & COMPLIANCE Maintains the highest standards of corporate governance, ensuring that all activities are carried out ethically and in compliance with Company s Security, Compliance & HSE policies, Management System, relevant laws, regulations, standards, and industry practices and complies with the Company s Rules to Live By. QUALITY Responsible to ensure QMS is followed in accordance with product requirements through API and other Quality standards including independent third-party witness. Responsible for being familiar with the Companys Quality policies and takes an active role in the compliance and improvement of Weatherford s Management System. Maintains service quality as immediate priorities when working across all areas of the business and continually seeks areas for improvement. OPERATIONS Responsible to support development and implementation of Quality Improvement Plans. Responsible to handle Customer complaint Develop and standardize procedures for QMS, quality control plans, sampling plans, inspection test plans, work instructions, and quality template/forms across manufacturing facilities. Responsible to Collect, analyse and summarize quality performance data, apply statistical tools and reports to identify opportunities for improvement. Analysis to dispose the material as Scrap / Rework / Repair / Return to supplier in WPTS Authorised for NCR Closure Analysis of data related to COPQ. Accountable and authorised for COC and product release on behalf of Authorised person Apply techniques and tools to improve the output quality of processes by identifying and removing the causes of defects and minimizing variability in manufacturing related processes. Identify, document, communicate and standardize best practices to reduce defects. Implement systematic approach to NCR performance management, tracking, trending and reporting. Identify technical competences required by different manufacturing trades to build products per Engineering technical documentation. Assist in the implementation of quality related systems, process and tools. Accountable and responsible to coordinate and perform internal process audits. Coordinate activities related to the QCP/QP for TPI Interpret Design Engineering data (including blueprints, Bills of Material, specifications), and customer requirements Develop positive relationships and work closely with Engineering, Manufacturing leaders, and shop floor personnel to manage and implement changes related to quality improvements. Identify and report any quality concerns and take immediate corrective action as required. Perform various other duties and activities as assigned by supervisor within the physical constraints of the job. COMMUNICATION Serve as documentation representative with client, contractors, and vendors during project reviews, meetings, and correspondences. Collaborate with internal team and vendors to ensure all documentation meets the requirements and is delivered promptly. Maintains effective communications with all key stakeholders both internal and where appropriate external. FINANCIAL All employees have an accountability to the organisation to be financially responsible whether they are in charge of a function budget or simply their own expenses. PEOPLE & DEVELOPMENT Employees have a responsibility for developing their own careers within the Company including completing all necessary function, compliance & business standards training to enhance their knowledge, skills and experience. Employees should engage on a regular basis with their line manager to discuss their personal performance, objectives and opportunities to enhance their skills and experience to support their career potential.

Job Summary: The Service Delivery Manager is a responsible for overseeing the end-to-end delivery of services to our clients, ensuring exceptional service quality, client satisfaction, and operational efficiency. This role requires a strong leader who can manage client relationships, lead cross-functional teams, optimize service delivery processes, and drive continuous improvement. Key Responsibilities: Client Relationship Management: Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships. Understand client needs, manage expectations, and proactively identify opportunities for service improvement and expansion. Handle client escalations, ensuring timely and effective resolution of issues to maintain high client satisfaction. Conduct regular service reviews with clients, presenting performance reports and discussing service improvements. Service Delivery Oversight & Performance: Oversee the entire service delivery lifecycle, ensuring services are delivered according to agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor, analyze, and report on service performance metrics, identifying trends, risks, and areas for improvement. Implement and maintain robust service delivery processes, methodologies (e.g., ITIL), and best practices. Ensure compliance with internal policies, industry regulations, and security standards. Team Leadership & Development: Lead, mentor, and motivate a team of service delivery professionals, fostering a collaborative, high-performing, and client-focused culture. Conduct performance reviews, provide constructive feedback, and identify training and development needs for team members. Allocate resources effectively to ensure optimal team utilization and productivity. Process Improvement & Innovation: Continuously assess existing service delivery processes for consistency, efficiency, and cost-effectiveness. Drive continuous improvement initiatives to optimize workflows, enhance service quality, and reduce operational costs. Collaborate with internal teams (e.g., Sales, Product, Technical Support) to align service delivery with business objectives and product roadmaps. Stay up-to-date with industry trends, emerging technologies, and best practices in service management. Incident & Problem Management Take ownership of critical incidents, coordinating with internal and third-party resolution parties. Ensure effective communication to stakeholders during major incidents and facilitate post-incident reviews to prevent recurrence. Oversee problem management, identifying root causes of recurring issues and implementing permanent solutions. Financial Management: Manage service delivery budgets, forecast resource requirements, and optimize resource allocation. Ensure cost-effective delivery of services without compromising quality.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? Perform Manual review on accounts claimed as Fraud Application by card members/Third parties. Ensure accurate analysis of Fraud Application Claims and make sound decisions to approve or decline the same through systematic analysis Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times Balance customer interests with the interests of American Express Quality focused with strong attention to detail Excellent listening and verbal communication skills exhibiting a strong presence and the ability to communicate effectively across all audiences Strong Command on the English Language (specifically Concepts of Functional Grammar and its usage) both in terms of understanding and assessing Make outbound calls to card members, banks to validate information This role may be subject to additional background verification checks Self- driven and demonstrate the ability to deliver on tasks without direct supervision Minimum Qualifications: Graduates only Excellent Written & Oral Communication Skills Preferred Qualifications Demonstrate people management skills and has the ability to coach team members. Being 100% focused on the teams success. : Competitive base salaries Yearly Bonus - AIA Comprehensive medical, dental, vision, life insurance, and disability benefits Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies Free and confidential counseling support through our Healthy Minds program Career development and training opportunities

About Rentokil PCI Our family of businesses: Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world s leading pest control brand. Rentokil PCI aims to set new standards for customer service with operations across 250 locations in India. The JV brand also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies. GENERAL DUTIES & RESPONSIBILITIES OE shall be owner of his / her service area in terms of all operations related actions and shall Execute daily service operations with a team of assigned Technicians within a given service areas Ensure quality of service delivery by effective supervision on technicians - on the job as per company SOPs Ensure technicians carry out treatment within a given Time on Site (ToS) in a competent manner. (OE to engage technician via route riding, training on the job). Plan & execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year. Coach & train assigned technicians in order to improve the service quality Convey special instructions, if any, to technicians to execute the job as per Service Docket (liaison with Sales colleagues) Carry out pest management Audits of customer sites as per agreed schedule by i or R auditor. Complete & close customer audit non-conformities (external / internal). Follow up & implement CAPA at customer site On Site Documentation: Implementation of SOP, Compliance and closure of audits non- conformities (Internal / External). Send service dockets of completed services to NKA for invoicing on time. Handle assigned customer complaints in his / her service areas, within 24 hours & resolve complaint at earliest, as per the customers convenience and update the Root Cause in iCABS to ensure proper ticket closure Identify & resolve Service delivery issues in coordination with the Branch Manager Conduct daily 10 min stand up meeting & monthly operations meeting Be conversant with STP (Service Track Pest) and monitor, analyses visit extraction notes for all high infestation related service visits on daily basis & take action. Digital Initiative: Be conversant with all in house systems. Maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level for the assigned service area and for technician Approval of conveyance amount for assigned technicians Monitor & report to ABM/BM on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits Actively drive Service & Product Leads for assigned technician group within service area by implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage) on the job coaching to create density of customers. Innovation: conduct trials and report findings as per the guidelines, implement new service lines as per the SOPs. Minimum 18 customer visits per week for Resi & SA (Residential & Small Accounts segment heavy branch), includes, Customer complaints. For Specific Site based OEs -Number shall not be applicable but Retention of customer/s at site would be main KPI with all scheduled services completed efficiently and effectively. Inventory: Help ABM/BM to manage Inventory - coordinate with other Ops colleagues to manage Stock Levels of branches & forecasting, Indenting & receipt of material for branch (as an assigned function within branch by BM). Ensure APL (Approved Preparations List) is followed by all assigned technicians & all chemical containers have original labels Ensure proper schedule of maintenance & repairs of equipment is established & followed (via JOC). Promote highest grooming standards (uniform, Safety shoes, PPEs) Encourage technicians to plan their leaves in advance to curb absenteeism Help Resolve any Grievances & IR issues of Technicians & bring to the notice of ABM/BM on day today basis Report any deviation that could impact service quality or productivity of technicians like- over commitments, recommendation regarding night service (if it is not needed),covered area mismatch, etc Do you have what it takes? If you want to be considered for this role you will need: Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desi

About The Role Posting Description for Internal Candidates CEC-Relationship Manager-VRM Enter Custom Internal Posting Description Short Description for Internal Candidates Job Role: "¢ To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors. Differentiated training to make them universal phone banking officers cross training in cards, liabilities, assets. "¢ This ski Description for Internal Candidates Job Role: "¢ To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors. Differentiated training to make them universal phone banking officers cross training in cards, liabilities, assets. "¢ This skill will also do sales with assigned customer based mapped to them. "¢ Measure of outcomes NPS, Service Level, Service Quality and Sales. "¢ Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. "¢ Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues. "¢ Complete the logs specified by the process (End-of-day target). "¢ Adherence to Information Security norms & quality process norms. "¢ To be aware of and comply with any updates about the process. "¢ Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance. Job Requirements: "¢ Should be a least graduate. "¢ No western line candidates to be scheduled, kindly hunt profiles residing near to Thane. "¢ Should not have employment gap for more than a month. "¢ Should have at least completed a year in current org. "¢ Better soft skills conversational skills and English versant scores 7+. "¢ Flexible to work on rotational week offs. Same Posting Description for Internal and External Candidates

About The Role Posting Description for Internal Candidates CEC-Relationship Manager-VRM Enter Custom Internal Posting Description Short Description for Internal Candidates Job Role: "¢ To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors. Differentiated training to make them universal phone banking officers cross training in cards, liabilities, assets. "¢ This ski Description for Internal Candidates Job Role: "¢ To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors. Differentiated training to make them universal phone banking officers cross training in cards, liabilities, assets. "¢ This skill will also do sales with assigned customer based mapped to them. "¢ Measure of outcomes NPS, Service Level, Service Quality and Sales. "¢ Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. "¢ Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues. "¢ Complete the logs specified by the process (End-of-day target). "¢ Adherence to Information Security norms & quality process norms. "¢ To be aware of and comply with any updates about the process. "¢ Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance. Job Requirements: "¢ Should be a least graduate. "¢ No western line candidates to be scheduled, kindly hunt profiles residing near to Thane. "¢ Should not have employment gap for more than a month. "¢ Should have at least completed a year in current org. "¢ Better soft skills conversational skills and English versant scores 7+. "¢ Flexible to work on rotational week offs. Same Posting Description for Internal and External Candidates

About The Role Job Role: Team Leader "¢ Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio. "¢ Collaborating with fulfilment teams to ensure best in class conversion ratios. "¢ Ensure availability of trained manpower to maintain production at 100% capacity. "¢ Meet cost to income ratios as determined by Score card. "¢ Adherence to Standards of Performance. "¢ Meeting Customer Satisfaction index as measured through NPS surveys. Job Requirements: "¢ Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees. "¢ People management skill essential. "¢ Experience in working in a tele-sales or relationship management in BFSI preferred. "¢ Certified in AMFI/IRDA. "¢ Good listening skills and strong communication abilities. "¢ Team Player. Job Role: VRM Officer "¢ To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors. Differentiated training to make them universal phone banking officers cross training in cards, liabilities, assets. "¢ This skill will also do sales with assigned customer based mapped to them. "¢ Measure of outcomes NPS, Service Level, Service Quality and Sales. "¢ Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. "¢ Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues. "¢ Complete the logs specified by the process (End-of-day target). "¢ Adherence to Information Security norms & quality process norms. "¢ To be aware of and comply with any updates about the process. "¢ Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance. Job Requirements: "¢ Should be a least graduate. "¢ No western line candidates to be scheduled, kindly hunt profiles residing near to Thane. "¢ Should not have employment gap for more than a month. "¢ Should have at least completed a year in current org. "¢ Better soft skills conversational skills and English versant scores 7+. "¢ Flexible to work on rotational week offs.

About The Role Job Role: Team Leader "¢ Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio. "¢ Collaborating with fulfilment teams to ensure best in class conversion ratios. "¢ Ensure availability of trained manpower to maintain production at 100% capacity. "¢ Meet cost to income ratios as determined by Score card. "¢ Adherence to Standards of Performance. "¢ Meeting Customer Satisfaction index as measured through NPS surveys. Job Requirements: "¢ Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees. "¢ People management skill essential. "¢ Experience in working in a tele-sales or relationship management in BFSI preferred. "¢ Certified in AMFI/IRDA. "¢ Good listening skills and strong communication abilities. "¢ Team Player. Job Role: VRM Officer "¢ To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors. Differentiated training to make them universal phone banking officers cross training in cards, liabilities, assets. "¢ This skill will also do sales with assigned customer based mapped to them. "¢ Measure of outcomes NPS, Service Level, Service Quality and Sales. "¢ Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. "¢ Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues. "¢ Complete the logs specified by the process (End-of-day target). "¢ Adherence to Information Security norms & quality process norms. "¢ To be aware of and comply with any updates about the process. "¢ Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance. Job Requirements: "¢ Should be a least graduate. "¢ No western line candidates to be scheduled, kindly hunt profiles residing near to Thane. "¢ Should not have employment gap for more than a month. "¢ Should have at least completed a year in current org. "¢ Better soft skills conversational skills and English versant scores 7+. "¢ Flexible to work on rotational week offs.

The primary objective of this role is to ensure the accuracy, consistency, and quality of data entry and management processes within the ERP tools designated by the company for the NAM region. This includes overseeing payroll inputs, termination processing, attendance management, and overall data handling. The role is responsible for maintaining compliance with defined SLAs, and accuracy standards, by implementing quality assurance checks, identifying process improvements, and driving adherence to operational excellence. Possess a strong understanding of the US HRO domain, with a focus on quality assurance and process compliance. Conduct audits on transactions managed across various HR ERPs to ensure accuracy, consistency, and adherence to standards. Implement self-auditing practices to maintain high-quality outputs and identify improvement areas proactively. Monitor and ensure compliance with defined SLAs, and accuracy benchmarks. Familiarity with UltiPro, Kronos or similar HR systems is preferred for auditing processes. Review and address email queries, providing resolutions with a focus on accuracy and timeliness. Exhibit strong written and verbal communication skills, with the ability to summarize findings effectively. Monitor team goals and provide insights to improve process performance and achieve objectives. Evaluate adherence to HR processes and practices, including payroll, time and attendance, and termination activities. Collaborate with diverse teams to promote consistent quality practices across functions. Utilize Microsoft Word, Excel, and PowerPoint for reporting, documentation, and presentations. Process Monitoring and Auditing - Review HR processes, Ensure adherence to labor laws, company policies, and client-specific requirements Error Resolution and Root Cause Analysis - Analyze errors in HR operations, Conduct RCA to determine the underlying causes of errors and propose corrective actions Reporting and Feedback - Provide insights on quality performance, share findings with teams, use dashboards to highlight KPIs like accuracy rates Training and Upskilling - Identify skill gaps in the team and recommend training programs to enhance competency, and culture of continuous learning and improvement Calibration Variance - Ensure calibration variance of less than 5% Risk Management - Monitor HR processes for potential risks, and ensure regular checks to maintain regulatory compliance Demonstrate customer orientation by ensuring high levels of service quality and satisfaction. Independently address and resolve inquiries using relevant data and insights, ensuring compliance with established protocols.

As our Customer Service Manager, you'll play a pivotal role in building a world-class support function that not only resolves issues but also drives long-term customer success and business growth. you'll manage a team of support leads and agents, own key support metrics, and ensure our customers receive fast, thoughtful, and empowering service. This is both a strategic and hands-on role you'll design systems that scale while actively coaching and uplifting the team. Key responsibilities Lead and manage the customer service team, including team leads and support agents, to ensure high performance, accountability, and morale. Define and monitor key support metrics (SLA, CSAT, FRT, ticket backlog, AHT, etc), using data to continuously improve service quality and efficiency. Partner with Operations, Product, and Engineering to surface customer insights and drive resolution of recurring pain points. Design and optimize support systems, tools, documentation, and automations to handle increasing complexity as doola grows. Build robust training, QA, and career development frameworks to elevate the teams performance and growth. Maintain a proactive, scalable support model by identifying bottlenecks and forecasting future headcount or tooling needs. Represent the voice of the customer in strategic planning and process discussions. Skills and qualifications 5+ years of experience in customer service or support, with 3+ years in a management role overseeing teams and leads. Proven ability to analyze service metrics and operational data to inform strategic improvements. Strong leadership, coaching, and people development skills with a passion for building high-performing teams. Experience scaling support operations in startups or high-growth environments. Proficiency with support platforms such as Hubspot, Zendesk, Intercom, Salesforce, or similar CRM tools. Exceptional communication and collaboration skills, both cross-functionally and within the team. A customer-first mindset with a genuine desire to improve user experience and build trust. Bonus qualifications Experience working in international, remote-first teams. Familiarity with startup incorporation, banking, legal, or financial technology sectors. Experience implementing knowledge bases, support automation, or AI-enhanced tools. Track record of successful support operations redesign or CRM migrations/implementations. Background in process improvement methodologies (eg, Six Sigma, Lean). Why join us Opportunity to work with a dynamic and innovative company at the forefront of the industry. Collaborative and supportive team environment with opportunities for growth and development. Competitive compensation package with insane opportunity for growth.

To underwrite mortgage business and manage the portfolio in assigned branch/location o Review and assess a broad range of complex loan applications within defined guidelines and accordingly take decision or recommend for approval to higher authorities. o Under write proposals as per the laid down policies procedure to honour the agreed SLAs and manage city/area business volumes. o Conduct personal discussion with customers to establish credit worthiness and ensure completion of credit/KYC documents and verification- telephonic, field collateral visits. o Assess income to obligation ratios, loan to value ratios, in depth knowledge of rational behind calculation of ratios and its impact on loan performance over long tenures. o Maintain Portfolio MIS, Delinquency MIS and other operations related MIS of the cluster and regularly reporting the same. o Build and facilitate the best outcomes for clients by building and leveraging effective relationships with third parties o Take ownership of client queries and use industry knowledge and experience to overcome challenges and solve problems o Exceed service quality standards and strive for continuous process improvement o Undertake critical review of the credit proposals with a view to bring out the industry, business, financial, management and facility structure risk contained in the credit proposal. o Ensure collateral and other credit risk mitigation to facilitate the approving authority to take decision on the credit proposal. o Enable quick turnaround time of credit lending proposals for the mortgage business comprising of loan against property, and home loan business in close liaison with the sales team. o Undertake ongoing review of the credit exposures to ensure that the exposure continues to be bankable. o Facilitate critical review and documentation of the proposals and effectively monitor the client collateral creditworthiness from the pre sanction to post disbursement phase undertaking steps for risk mitigation, whenever required, while ensuring adherence to legal documentation norms policies o Manage the credit underwriting function of his/her branch and facilitate quick turnaround of credit lending proposals for the branch in close liaison with the local credit analysts and sales team. o Follow up and ensure recovery of quick mortality cases between 12 -18 MOV. Qualification : Graduate, Masters/Post Graduate Certifications : CA/MBA (Preferable)

Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies. By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem. Provide exceptional IT support to Thinkprojects end users and ensure that supporting IT systems are operating optimally. Support our users and business functions through ITIL aligned processes, including; Incidents, Changes Requests Main responsibilities: Logging of customer calls accurately, undertake initial diagnostics first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate. Ownership and management of customer incidents to resolution within agreed SLA s Responsible for the creation and maintenance of knowledge base articles Create help manuals for existing and new programs and End-user Training. Ensure that the knowledge base is kept up to date. Act as initial point of contact for IT issues and requests and escalations in addition to the overall monitoring of call progression through the service management toolset Ensure efficient escalation of higher priority calls Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool Broad technical understanding of IT systems, applications and services Foster a desire to expand your understanding of IT and computer systems and enhance your knowledge. Must have an absolute commitment to service quality and customer focus. What you need to fulfill the role 5 years+ experience working in an IT Service Desk team supporting remote users 5 years+ experience in a relevant information technology role Excellent written and spoken English Knowledge of ITIL is essential for this role Windows 11 Office 365 Azure/Intune (User and Group Management)

Join a Team That s Passionate About Making Lives Better! At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results ! What Youll Do: What Were Looking For: Why Join Us Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement. Comprehensive Training : We offer extensive paid training to ensure you re equipped for success. Team-Oriented Culture : Work in a collaborative, supportive environment with peers who are passionate about what they do. Diversity Inclusion: We celebrate the unique perspectives and contributions of all our employees. Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you ll build strong connections. State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity. Rewarding Work: Help businesses grow while making a real difference in people s lives! Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work! Twitter Instagram: bgocareers Facebook: Bill Gosling Outsourcing LinkedIn: Bill Gosling Outsourcing Website - https: / / www.billgosling.com / careers By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing s Privacy Policy and consent to the collection, use, and storage of personal information in accordance with the policy. At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need - just let us know. Bill Gosling Outsourcing - Where your career thrives!

> Job Category: Software Job Type: Full Time Job Location: Infopark - Kochi Experience: 5 - 7 Years Designation: DevOps Lead Key Responsibilities: Collaborate with software developers, quality assurance engineers and IT professionals to guarantee smooth deployment, automation and management of software infrastructure. Design and implement CI/CD pipelines for multiple software applications and environments. Automate and streamline deployment processes, minimizing manual intervention and improving system efficiency. Stay up-to-date with industry trends and emerging technologies, assessing their potential impact and recommending adoption where appropriate. Troubleshoot software infrastructure issues and collaborate with the team to resolve them. Lead the DevOps team Ensure transparent communication with the customer Provide direction and assistance to team members Record and track team SLAs and workflows Implement metrics-driven processes to ensure service quality Skills Needed: Acquaintance with software development processes and methodologies Experience with cloud infrastructure platforms such as AWS, Azure and GCP Excellent scripting skills in Bash, Python or Ruby Strong problem-solving and troubleshooting skills, with the ability to identify root causes and implement effective solutions. Proficiency in configuration management tools such as Ansible, Chef, or Puppet Knowledge of security best practices and the ability to implement security controls at the infrastructure level. Experience in monitoring tools such as Zabbix, Nagios, etc Hands-on knowledge of Linux fundamentals, System administration, performance tuning, etc Good knowledge of networking, routing and switching Communication and documentation skills Knowledge of containerization tools such as Docker, Kubernetes, etc Technologies Zabbix, Nagios Containerization AWS, Azure, GCP Jenkins Sonarqube Ansible, Chef, Puppet, etc Experience 5 7 years

4 to 6 years of experience in SAP Enable Now SAP Enable Now Content Creation Responsibilities Creation of Videos and User Manual Creation of contents in English and Arabic Familiarity with Tax related language Very Good Communication - Written and Verbal Knowledge to run processes for Content Creation Business Skill Excellent oral and written communication skills, the ability to communicate with others clearly and concisely. Experience with Microsoft Office suite including Word, Excel, PowerPoint, and Visio. Understanding of business processes for focus area or module. Consulting Skills Aptitude for working in a team environment; problem-solving skills, creative thinking, communicating clearly and empathetically, strong time management, and ability to collaborate with all levels of staff. Ability to explain ideas and concepts to other project team members and to client personnel. Has a solid foundation for consulting soft skills necessary for client engagements. Ability to interpret requirements and apply SAP best practices. Supervision Skills Self-starter with the ability to manage their own time and task in order to meet project milestones. Can manage their own time/task lists in order to meet project milestones. Leadership Skills Maintains positive working relationships with others. Seeks ways to increase their level of contribution and team effectiveness. Works in conjunction with peers; and m ay mentor to other associate consultants. Works well as a member of a team Seeks ways to increase their level of contribution/team effectiveness. Personnel Development Focused on self-development to become a team leader/module expert. General Skills/Tasks Assists the project team efforts in developing solutions for client situations. Assist in evaluating and designing application and/or technical architectures. Assist team effort in developing solutions for projects. Completes assignments within budge, meets project deadlines, makes and keeps sensible commitments to client and team. Meets billing efficiency targets, and complies with all administrative responsibilities in a timely & effective manner. Keeps project management apprised of project direction and client concerns. Analyzes and develops reliable solutions which comply with specifications and standards, executes system test. Understands SAP methodologies, tools, standards, and techniques. Understands client s business and technical environments. Completes project documentation, demonstrates effective organizational skills, with minimal supervision. Meets quality standards, correctly prioritizes own activities in accordance with project plan and budget. Provides project team leaders with updates on the progress and difficulties encountered, and provides value-added insight and understanding. Demonstrates the ability to accomplish project assignments resulting in quality service.

Starbucks India is a 50:50 Joint Venture between Tata Global Beverages and Starbucks Coffee Company. Currently, we have presence in 30 cities with over 230 stores through a network of over 2,300+ passionate partners (employees). Our core business is more than just coffee. We are in the people business selling coffee. And we know our success depends on the people we hire, retain and develop. Our mission statement - To inspire and nurture the human spirit - one person, one cup and one neighbourhood at a time and core values are the roots of our culture and serve as guidepost for our partners. We re called partners, because it s not just a job, it s our passion. Together, we embrace diversity to create a place where each of us can be ourselves. We always treat each other with respect and dignity. And we hold each other to that standard. Purpose and Scope of position This position contributes to our success by: Providing legendary customer service to all customers. This job creates the Starbucks Experience for our customers by providing customers with prompt service, quality beverages and products, and maintaining a clean and comfortable store environment. Barista is responsible for modelling and acting in accordance with TATA Starbucks guiding principles. Competencies Winning With Integrity Working Together Achieving Results Helping Others Succeed Living Our Misson And Values Making Every Customer Feel Special Summary of Key Responsibilities Responsibilities and essential job functions include but are not limited to the following: Acts with integrity, honesty, and knowledge that promote the culture and values of TATA Starbucks. Anticipates customer and store needs by constantly evaluating environment and customers for cues. Maintains a calm demeanour during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team. Develops enthusiastically satisfied customers all of the time. Welcomes and connects with every customer. Discover customer needs and appropriately suggests product with every customer to enhance service and meet sales goals. Responds to customer needs and says thank you to every customer. Demonstrates the "Just Say Yes" behaviour by taking care of customer needs. Delivers legendary customer service to all customers by acting with a customer comes-first attitude. Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed. Contributes to a positive team environment by recognizing changes in partner behaviours that might signal potential problems or changes in partner morale and performance and communicating the changes to the immediate supervisor/store manager. Follows TATA Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift. Maintains a clean and organized workspace so that partners can locate resources and product as needed. Maintains regular and consistent attendance and punctuality. Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products. Recognizes and reinforces individual and team accomplishments by using existing organizational methods. Protects employees and customers by providing a safe and clean store environment. Follows store policy and procedures for operational flow at each station. Summary of Experience & Education No experience required Minimum education qualification - 12th / Diploma +

About Rentokil PCI About the Role: OE / Sr. OE shall be the owner of his / her assigned service areas within the Branch in terms of operations-related actions as given in job responsibilities and shall be responsible for providing qualified Technicians for execution of services. Responsible for Resi, SA, and SMEs. Job Responsibilities: Core Operations Ensure the availability of qualified (trained & certified) Technicians at all times as per Technical Training Guidelines. Coach and train assigned technicians in order to improve the service quality and customer retention of the assigned service area, as per Technical Training Guidelines & service SOPs. Ensure availability of recommended preparation, materials, and service tools in working condition to Technicians as per service SOPs. Conduct daily 10-minute stand up meetings, and explain safety and special instructions to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket. Ensure SCP devices are effectively used by technicians, troubleshoot of SCP issues and provide refresher training to technicians on the updates as & when required. Ensure all On-Site service documentation in Partner Kit are up to date as per contractual requirements and as per myRentokil (for myR customer) Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX, and PINK NOTE by self and the assigned technicians. Minimum 15 customer visits per week that include- Surprise visits, Rout rides, TPA, Customer complaints, Pest Audits, etc.- Resi & SA (including QSRs) Ensure APL (Approved Preparations List) listed preparations, products, and materials are used in line with service SOPs Ensure material stores are maintained appropriately as per good storage practice and disposal of empty containers, used TG/Control board, pesticides wrappers, and damaged materials are disposed in line with SOP Ensure proper schedule of maintenance & repairs of equipment is established & is followed periodically. In case any of the Operations colleagues are on leave or the position is vacant, should ensure entries are made in iCABS to achieve the operations KPI of the Branch. Ensure technicians carry out treatment within a given Standard Treatment Time (STT) in a competent manner and effectively follow the route plan and timings defined by the Service Planner. Approval of conveyance amount for assigned technicians Promote the highest grooming standards (uniform, Safety shoes, PPEs) Advance Operations Conduct PMI Pest Audit as per icabs- QSRs & Small branch accounts Plan & execute 01 TPAs (Technicians Performance Assessment) per assigned technician with 1 development program per year. Identify & resolve Service delivery issues in coordination with the Branch Manager Ensure customer complaints are resolved as per complaint management SOP and update the Root Cause in iCABS to ensure proper ticket closure in time. Analyse customer complaints- CO- service-wise and improve the skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on a weekly basis Compliance and closure of audits non-conformities w.r.t. service operations (Internal / External) Track and optimize material consumption as per SRF, Cost sheet and SOW and report deviations to the line manager Ensure adequate stocks of materials as pending & new jobs in line with APL and SOPs are available in branch, and near expiry materials are used first. Track and monitor materials consumption to ensure branch material consumption within the target. Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock. Monitor and drive service productivity and efficiency. Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditor Ensure Service leads are submitted by all technicians as per the target Monitor & report to Line Manager on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits. Actively drive Service & Product Leads for assigned technician group within service area by on the job coaching to create density of customers. Encourage technicians to plan their leaves in advance to curb absenteeism Help Resolve any Grievances & IR issues of Technicians & bring to the notice of the Line Manager on day to day basis Report any deviation that could impact service quality or productivity of technicians like- overcommitments, recommendation regarding night service, additional visits, covered area mismatch, etc. Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updates. Key Result Areas: 100% completion of PMI Pest Audit as per icabs- QSRs & Small branch accounts Material consumption target to be met 100% as per Branch AoP target TPA and Development plan completion as per target- 100% Ensure Call Out complaint per technicians are less than 3 per month, and analyse and re-train Technicians with more than 3 complaints per month. 100% Trained and qualified Technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining) Self learning and development- Above 90% score in online assessment. Competencies (Skills essential to the role): Good interpersonal skills Good Analytical & Problem-solving skills Ability to communicate effectively Should be proactive in planni

A Quality Service Associates primary responsibility is to execute test case instructions and report discrepancies. He/she is also responsible for successful and on time delivery of results. - * Execute test cases prepared for testing software builds. * Perform test case execution and report bugs accurately. * Understand testing procedures and guidelines for new builds/releases. * Perform regression and repetitive testing exercises to qualify builds without compromising on quality. * Use software tools for data capture on a daily basis. * Be comfortable with capturing results, communicating and escalating failures and providing individual status reports. * Raise all failures/doubts related to the execution of test cases in the clarification portal and closing the same as per the SLAs. Bachelors degree Knowledge of QA methodology and tools Manual Testing

-Review and assess assessment reports to understand client needs accurately. - Communicate effectively with parents to confirm admissions and address any inquiries they may have. - Facilitate the search for suitable trainers and allocate them to clients based on their requirements. - Collaborate closely with Area Sales Officers and Operations Growth Associates to optimise client satisfaction. - Calculate and collect admission fees and tuition fees accurately and on time. - Address concerns raised by trainers and parents, resolving them promptly and efficiently. - Ensure accurate calculation and timely payment of trainer fees to maintain trainer satisfaction. - Report day-to-day activities to the Customer Relationship Manager (CRM) for performance evaluation. - Track and update attendance records to monitor client engagement effectively. - Monitor trainers to ensure compliance with INTERVALs terms and conditions and maintain service quality. - Evaluate trainers and analyse their training needs to enhance service delivery. - Manage student and trainer data efficiently and confidentially. - Implement strategies to retain existing students by providing exceptional service, addressing their needs promptly, and identifying opportunities to upsell additional services based on assessment reports. Requirements - Bachelor\u2019s degree from a recognized university. - Relevant work experience: 0-2 years as a Customer Relationship Executive. - Proficient in computer spreadsheets and Microsoft Office products for data management. - Ability to remain calm and composed in challenging situations. - Strong customer service skills to address client concerns effectively. - Excellent problem-solving abilities to resolve issues related to business and everyday situations. - Desire to enhance the customer experience through proactive engagement. - Excellent communication skills, both verbal and written, to facilitate effective interaction with clients and internal teams.

About Rentokil PCI About the Role: The Operations Manager shall be responsible for the entire Operations of the Branch and will manage all the operations colleagues directly (Technicians, Service Planners, OE, AOM). The JD lists down duties and responsibilities of Operations Manager to be positioned in Large Branches. The incumbent will report to the Branch Manager and will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders. Job Responsibilities: Core Operations Ensure only qualified (trained & certified) and competent manpower (Technicians, OE, planner) are assigned jobs & deployed at site. Coach & train OEs & AOM in order to improve their Technical & operational capability. Ensure service SOP compliance and quality of service delivery by effective supervision of Team - on the job as per company SOPs Ensure compliance with the contractual obligations of NKA clients are Conduct Pest Audit of NKA and close customer audit non-conformities Ensure the Operations Team completes Pest audit as per iCABs/contract agreement using rAuditor, and closes customer audit non-conformities (external / internal) Conduct daily & weekly review meeting of OEs/AOM and monthly operations meeting with Technicians Approval of conveyance amount for all the AOMs Ensure customer complaints are attended within 24 hours & resolved with reduction in escalation. In case any of the Operations colleagues are on leave or position is vacant, should ensure entries are made in iCABS to achieve operations KPI of Branch. Advance Operations Succession planning: Ensure availability of qualified Technician, OEs, SP, AOM as per branch business plan to meet new sales as per sales forecast. Ensure SHE golden rule, PN, SRA and ATEX compliance in the Branch. Monitor and maintain material consumption, Overtime Hrs. as per Branchs AOP target OM to monitor and ensure daily chemical consumptions are updated in NAV by respective team members and before month closing confirm Physical stock and NAV stock are matching. Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock. Track, Monitor and ensure input costs at all major sites as per gross margin agreed & implement action plans to bring it within limits in Branch Actively drive Service & Product Leads and ensure Branchs AOP targets are met Surprise visits to KA and NKA to ensure compliance with the contractual agreement and support Technicians and OEs Analyse service complaints, prepare action plan, guide OEs/AOMs to ensure AOP targets are met Inventory: analyse material consumption and optimise consumption- prepare action plan, guide OEs/AOMs to ensure AOP targets are met Ensure strict implementation of Service SOPs, SHE golden rules, SRA, PN and use of Approved Preparations List products. Identify & resolve Service delivery issues in coordination with the Branch Manager Provide technical and operational support to OEs and AOM Ensure termination notifications are attended effectively and promptly. Analyse and take appropriate actions in case of any deviation that could impact service quality or productivity of technicians like- overcommitments, recommendation regarding night service (if it is not needed), covered area mismatch, etc Monitor and drive SOS, service productivity and efficiency Monitor and ensure 100% PMI audits are completed as contract agreement. Monitor Branchs SCP usages and Active devices. Ensure that the usage is always about 95% & active device count is always 100%. Analyses visit extraction notes for all high infestation related service visits on daily basis & take action Ensure that the services of NKA are delivered through the certified technicians & with SCP only. This is MANDATORY Ensure Branch CVC scores as per target and increase in promoters numbers based on resolution of grievances of detractors/passive Visit customers (along with OEs, AOM) and help resolve issues highlighted by customers/OE/AOM. Ensure the team adheres to the safety guidelines and conducts SRAs as per the set process Coach and motivate Technician by route riding through OE/OM for quality service Lead generation. Also guide how to conduct techno commercial audit by analysing the suitable need at the customers site. Key Result Areas: ToS improvement- 60-75% (as per branch AoP target) Manpower Management: 100% availability of qualified Technician, planner, OEs and AOM as per business plan Delivered MTD SOS >95% and Technicians productivity - R/FTE, Visit/FTE as per branch AOP targets Complaint management: Ensure reduction in Call Outs and increase CVC score as per AOP targets Manage material consumption with improved Branch monitoring and Optimise the material consumption by implementing innovation as per branch AOP targets. 100% TPA and Development plan based Technicians grading Ensure 100% usage of SCP devices & all devices are active throughout the year in respective branch Deliver budgeted Service Leads and encourage & motivate technicians to submit the Service Leads as per AOP target Retain & grow existing customers to improve Customer Retention as per AOP target 100% PMI target as per iCABs are achieved of the branch as per contract agreements myR Usage for customer reviews, trend analysis & going paperless Self learning and development- Above 90% score in online assessment. Deliver agreed SHE Plan- LTAR Target | WDLR Target Educational Qualification / Other Requirement: Minimum B. Sc. (Chemistry / Zoology / Agriculture) 3-4 yrs of experience in operations of pest management or service industry is desirable Profi

RoleCST Associate Blend Process (Voice & Non-Voice) LocationMIra Co-operative Housing Society, AG Nagar, MIDC, Mira Road East, Mira Bhayandar, Maharashtra 401107 Experience0-5 years Working Days6 days a week Shift Timing8.30 AM to 5.30 PM Role Overview: We are looking for a highly motivated and dynamic CST Associate for the Blend Process to join our team in Mumbai. The role will include both voice and non-voice processes where you will be responsible for handling customer interactions and providing support through various communication channels. Key Responsibilities: Handle inbound and outbound customer calls for voice-based customer service support. Respond to customer queries, complaints, and requests via email, chat, and other digital channels (non-voice). Provide accurate information about products, services, policies, and procedures. Troubleshoot and resolve customer issues, escalating to senior teams when necessary. Maintain a high level of professionalism while ensuring customer satisfaction. Document customer interactions accurately and follow up as required. Collaborate with internal teams to improve service quality and customer experience. Meet performance targets (KPI & SLA) including quality, productivity, and customer satisfaction. Ensure adherence to company policies and processes in all customer interactions. Skills & Qualifications: 0-6+ years of relevant experience in a blend of voice and non-voice customer service roles. Excellent communication skills in English (both written and verbal).Strong problem-solving and troubleshooting skills. Ability to multitask and manage different types of customer queries efficiently. Knowledge of CRM tools and customer service platforms is a plus. Ability to work in a fast-paced environment with minimal supervision. Flexibility to work in rotational shifts, including weekends (6 days a week). Good interpersonal skills and a team player. Preferred Qualifications: Prior experience in customer service or client-facing roles in a BPO or similar industry. Exposure to working in a customer-centric environment. Comfortable working in a diverse and dynamic team.

(OTM) Oracle Transportation Management Technical Analyst Experience Level - 3 to 5 years Job Summary We are seeking an experienced Techno-Functional OTM consultant with 3 years of hands-on experience in the full cycle implementation and support of Oracle Transportation Management (OTM) cloud services. The ideal candidate will possess expertise in OTM core modules, technical architecture, and a strong understanding of transportation management processes and best practices. This role will involve both support and development responsibilities within a DevOps-based team. Key Responsibilities Provide development and support for Johnson Controls transportation planning landscape and work closely with integrated applications including ERPs (SAP, Oracle), WMS, visibility and rating applications to ensure seamless operations and integration. Perform triage on day-to-day OTM system issues, providing timely resolution for complex challenges, and supporting enhancement requests through JIRA. Execute and support OTM full cycle implementations, ensuring project milestones are met and customer expectations are exceeded. Demonstrate expertise in OTM core modules including Order Management, Shipment Management, Visibility, Contracts and Rates Management, Agents and Workflows, User Configuration, Integrations, Operational Planning, Financials, and Reporting. Fine-tune and optimize OTM configurations, including Agents, saved queries/conditions, SQL queries, Reports and Tracking Events. Debug log files, configure custom events and reports, and utilize business intelligence (BI) tools to support decision-making processes. Knowledge and expertise of external applications preferred- Project 44, E2Open, EDI applications amongst others Utilize ticketing tools to manage support processes and ensure efficient issue resolution. Collaborate with cross-functional teams to analyze and resolve business challenges, ensuring alignment with organizational goals. Provide training and support to end-users on OTM functionalities to ensure effective utilization of OTM and integrated Maintain high levels of customer satisfaction by adhering to delivery and service quality standards. Communicate effectively with customers, demonstrating the ability to work independently and manage expectations. Qualifications Bachelors degree with a minimum 3 years of relevant experience in OTM implementation or support. Strong understanding of OTM technical architecture and core modules. Candidates having OTM Cloud implementation or support experience will have preference. Proven experience in optimizing OTM configurations and debugging issues. Familiarity with system integrations and transportation management best practices. Excellent communication skills and the ability to work collaboratively with various stakeholders. Work Model Hybrid - This position operates under a hybrid work model, including office and remote work flexibility. This role may include adjusted working hours for EMEA and US operations support Location Primary work locations are Pune and Bangalore, Hyderabad

Job Overview: As a Quality Manager, you will be responsible for overseeing the quality assurance and quality control processes within our organization. Your role is to ensure that products and services meet the required quality standards, comply with regulations, and satisfy customer expectations. You will lead a team of quality professionals, develop and implement quality management systems, and drive continuous improvement initiatives across the organization. Key Responsibilities: 1.Quality Management Systems: Develop, implement, and maintain quality management systems and processes. Ensure compliance with industry standards, regulations, and company policies. Oversee the preparation and maintenance of quality documentation and records. 2. Team Leadership: Lead, mentor, and manage the quality assurance team. Conduct performance evaluations and provide training to team members. Foster a culture of quality and continuous improvement within the team. 3. Quality Assurance: Develop and execute quality assurance plans, including inspection protocols. Monitor and evaluate the effectiveness of quality control processes. Address and resolve quality-related issues and non-conformances. 4.Continuous Improvement: Identify opportunities for process improvements and implement best practices. Utilize data analysis to drive decision-making and improve quality metrics. Lead root cause analysis and corrective action initiatives for quality issues. 5.Customer Focus: Act as a liaison between customers and the company to address quality concerns. Review customer feedback and implement improvements to enhance satisfaction. Ensure that customer requirements and expectations are met or exceeded. 6.Compliance and Audits: Conduct internal audits to ensure adherence to quality standards and procedures. Prepare for and participate in external audits and inspections. Ensure compliance with regulatory requirements and industry standards. Qualifications: Bachelors degree with 2 years of experience in quality management or a similar role. Professional certification (e.g., Six Sigma Black Belt, CQE) is a plus. Strong knowledge of quality management principles, methodologies, and tools. Proven ability to lead and manage a team effectively. Excellent analytical, problem-solving, and decision-making skills. Strong communication and interpersonal skills. Should be ready to travel as per organization needs If Interested candidates can share resume on roussel.swaries@zenplus.in or WhatsApp on 7738007108

Key Responsibilities: 1. Customer Query Handling Respond to inbound calls, emails, and live chats from customers in a timely and professional manner. Provide information about products, order status, returns, technical troubleshooting, and policy-related concerns. Document all customer interactions in CRM systems. 2. Issue Resolution & Escalation Investigate and resolve product/service-related issues to ensure customer satisfaction. Escalate unresolved issues to higher-tier support or appropriate departments. Follow up on open cases to ensure timely resolution. 3. Customer Relationship Management Build positive relationships by being empathetic, friendly, and proactive in communication. Gather customer feedback and report issues that affect overall service quality. Educate customers on product usage and self-service tools. 4. SLA & Quality Adherence Maintain service-level agreements (SLAs) including average handling time, resolution rate, and customer satisfaction scores. Meet or exceed quality assurance metrics and feedback targets. Participate in training sessions to stay up to date with products and support procedures.

Experience 12 - 15 years in SCM domain areas of Sourcing & Procurement BPO/GBS service industry experience 8+ years in Quality and Process Excellence role Skills and Experience Required Experience in Building Quality Frameworks independently within Supply chain function and smooth implementation and adherence Knowledge of Quality Monitoring process and system Relevant experience in S2P in Lean and Digital Transformation, knowledgeable about tools and platforms used in S2P in mid-size to large Global clients Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions Good analytical skills to drive meaningful conversations using insights from data Preferred Certifications in Lean Six Sigma from Recognized Institutions Good knowledge in presentations, advanced MS-Office (excel etc.) Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions Should have prior Team management experience Roles & Responsibilities Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations De-Risk operations through deployment of Risk Control & Best Practice framework Manage CAPA processes and effectiveness of controls identified and implemented Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place Own and deliver on committed efficiency improvement in engagement through CI lever Independently lead high impact projects to deliver prioritized business outcome and value delivered Identify Digital led transformation opportunities and bring best practices from existing relationships in S2P Institute a reporting mechanism and strong governance for measurement and reporting Anticipate and highlight challenges for resolution to avoid disruption to operations and client business Client satisfaction/ dissatisfaction measurement & analysis through independent surveys. Mentor and build LSS DNA in the operations environment