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Standard Operating Procedures Compliance:
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- Follow applicable departmental Standard Operating Procedures (SOPs) and Work Instructions.
Quality Check:
- Perform quality checks (QC) of tasks for the identified team.
- Provide timely feedback to the concerned associate and their manager.
Trend Analysis and Reporting:
- Assist the QC lead in preparing QC trend analysis reports.
- Assist in updating and maintaining the escalation tracker.
Process Improvement:
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- Identify process steps/gaps that lead to quality errors.
- Suggest steps to improve quality compliance.
- Support the team in preparing Corrective and Preventive Actions (CAPA) for QC observations.
Consistency and Compliance:
- Ensure consistency in compliance with our standard procedures among team members.
- Monitor and ensure resolution of all customer complaints, issues, and concerns.
Continuous Improvement:
- Support a culture of continuous improvement and quality.
- Act as a contributing core team member by participating in process improvement initiatives and liaising with team members.
Service Understanding:
- Pursue an understanding of services related to different clusters and client-specific requests.
- Manage and solve changes, issues, and concerns of varied complexity.
- Work with little to no guidance, but requires some guidance for complex work.
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