Job Description:

Quality Auditor
Process Specialist
Indianapolis, IN
Hybrid

In the role of process specialist, you will execute transactions as per prescribed guidelines and timelines, review and validate the inputs from the other team members, support your manager in training activities, and daily operations reviews, and help in escalation resolution to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.

In this role, you will be responsible for transition coordination, process training and certifications for the team, talent management-related activities, Service Level Agreement compliance, and Process compliance. You will also be involved in day-to-day customer interactions, knowledge management, and process reengineering activities.

Your responsibilities may include, but are not limited to:

• Develop a structure to ensure that quality assurance audits are being conducted for all functions and staff regularly and develop routine reporting on audit performance.


• Implement systems for capturing feedback for the agents.


• Conduct quality assurance audits to calibrate tools and train internal auditors on tools to ensure consistency in audits.


• Work collaboratively with the client and the leadership team to develop and update training materials to address any gaps found in quality assurance audits.


• Work with the leadership team and ensure quality assurance reflects compliance and regulatory requirements.


• Conduct grievance research, and trend findings, and highlight opportunities for training and system process opportunities.

Location for this position is Indianapolis, IN

Qualifications
Basic

• High School Diploma or GED Equivalent


• At least 2 years of experience relating to the job description

Preferred

• Knowledgeable with technology, especially computers, software applications, and phone systems, including experience using Microsoft Office and electronic medical records systems, preferred.

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 56,541 employees from 107 nationalities, as of December, 2023.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

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