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Quality Analyst (B2B Collections)

Entry Level

Cvent | Finance | Gurgaon, Haryana

Sr. Associate/ Assistant TL – Quality Analyst (Collections – Finance)

Job Description

Mission:

To provide the best possible support for our customers.

 

Expectations from the role:

  • Audit calls/ emails/ cases on Salesforce for the Collection process
  • Roll out process knowledge tests for the Collection process
  • Identify “training interventions” basis observations, devise training modules and conduct soft skill and process related trainings
  • Maintain a learning log for the process and link it with SOP creation and maintenance
  • Work closely with the team and managers to provide constructive real time/ scheduled feedback
  • Focus on Quality imperatives such as “first-time resolution” and “responsiveness”
  • Communication: contribute with all relevant stakeholders timely and proactively
  • Weekly/ monthly dashboards on quality scores/ trends/ observations etc.
  • Facilitate escalated issue resolution working closely with Collection leads
  • Solution oriented with a Customer centric focus and an eye for detail to address and help resolve Customer concerns
  • Deadline and detail-oriented and very comfortable working in a fast-paced and open/ flexible environment

 

Skills & Requirements

  • 5-6 years’ experience in Collections (Order to Cash) as a Subject Matter Expert
  • Exceptional command on verbal and written communication skills
  • Sound working knowledge of Oracle/ Salesforce/ NICE ERPs
  • Well versed in MS Office – Excel, word, PowerPoint
  • MIS/ Analytical skills – to be able to work on dashboards, reports etc.
  • Strong interpersonal/ conflict management/ negotiation and feedback providing skills
  • Flexibility to work US hours – 6.30 PM – 3.30 AM window