Process Specialist – QC (Finance)

Infosys


Date: 8 hours ago
City: Petaling Jaya
Contract type: Full time
Position Summary

  • Conduct process audits, deploy designed processes, analyze and report performance on quality
  • Support and implement de-risking plans for the process
  • Share and document best practices
  • Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery
  • Monitor transactions and calls for compliance and highlight any failures to the team concerned
  • Provide feedback to the agents, based on the findings of the monitoring
  • Participate in calibration processes with clients

Required Skill Set

Technical Skills -

  • Minimum 3 years of relevant experience in P2P process including at least one year as a quality auditor
  • Accounting Fundamentals – Understanding of payment documents, knowledge on how to match 3 way exceptions, knowledge on GR /IR resolutions, knowledge on payrun dates
  • Understanding of Accounting Documents - PO, GRN, Invoice, Credit /Debit note, Remittance advices, AR Invoices, Proof of Delivery, Bill of Lading etc.,
  • End to end knowledge on P2P cycle along with fair understanding of O2C and R2R
  • Knowledge on compliance requirements if any (eg – Tax components & requirements)
  • Practical knowledge on ERPs – knowledge on interpreting and comparison of reports, knowledge on how and where controls can be put in
  • Knowledge on Transaction Codes to generate the required reports for insights

General Skills -

  • Good verbal and written communications
  • Strong decision making and analytical ability
  • Able to negotiate, good presentation skills and Client Interfacing

Job Duties And Responsibilities

  • Collect, collate and analyze performance data on accuracy
  • Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / TLs
  • Highlight key areas of improvement and prepare action plans specific to each area
  • Create huddle packs based on the RCAs completed
  • Create and implement sampling plan, conduct calibration session and feedback session
  • Initiate/Participate in calibration sessions with the Client and provide RCA for weak performances
  • Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement
  • Collect and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations
  • Report and track implementation of corrective actions to ensure process continuity and stability
  • Ensure the knowledge data base is up to date and conduct regular floor audits to measure awareness
  • Focus on adherence to compliance in transaction monitoring and highlight failures to stake holders
  • Identify, initiate and own sig sigma and lean projects to improve metrics, drive behaviors and reduce costs

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