Process Specialist - QC (Finance)

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

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

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

• 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