Quality Analyst (B2B Collections) Job at Cvent Gurgaon, Haryana
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
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
Company Location: Gurgaon, Haryana