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

Job Description

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

Job Description

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

About Company

Company: Cvent

Company Location:  Gurgaon, Haryana

Job Category: Sales Jobs, Retail Jobs

About Cvent