Roles and Responsibilities:

·         Conduct Error Analysis

·         Conduct Transaction quality audits

·         Provide Transaction Quality Metrics

·         Provide Feedback and suggestions for improvement

·         Publish Dashboards at defined intervals

·         Conduct Root Cause Analysis for Process Deviations

·         Drive Quality Initiatives

·         Provide data inputs to internal stakeholders

·         Flexibility and Availability for any ad-hoc business requirement

·         Ensure Confidentiality, Availability and Integrity of Data

Applicant’s Specifications & Qualification

·         Good understanding of Service Desk Program and Process

·         Willingness to work in 24 X7 work environment

·         Good Knowledge of Audit and Evaluation function

·         Analytical bent of mind having Knowledge of Seven Quality tools

.          JLPT N1 / JLPT N2 / JLPT N3

·         Good command of English, Mandarin language (Writing, Speaking & Reading)

·         Understanding of the Business situation and capability to address issues

·         Understanding about Tech Mahindra Quality Management System

·         Exposure in handling back-office operations

·         The candidate should have excellent problem solving capabilities and lateral thinking skills

·         Good Knowledge about excel skills