Notifies Process Specialist, HR Services in case of process compliance or control issues or incomplete documentation.
Executes quality checks at various stages of the process and keeps the quality statistics reporting up to date – you’re helping everything stay streamlined for a more efficient workflow.
Other projects/tasks as allocated by the Process Manager/Team Leader, such as supporting local administration and maintaining employee files and information, as well as participation in team meetings, process analysis, and improvement actions.
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Serve as an execution focal point coordinating workstream activities across Process & Technology, L1/L1.5 Support, Back Office, Quality & Regulatory, Finance, and Solutions & Infrastructure.
Coordinate with Affiliate Transition Leads to monitor local readiness, site cutover tasks, shadowing/reverse-shadowing activities, and hypercare execution.
Drive alignment between technical infrastructure rollouts (e.g., CCaaS Genesys, REXIS CRM, AI tools) and operational wave deployment schedules.
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Conduct preliminary assessment of reviewable areas, interview appropriate personnel, determine data requirement; accumulate, verify and analyse data, observe actual practices and evaluate operational function.
Identify causes of lapses and weaknesses, investigate, analyse and identify possible solutions or avenue for improvement and recommend best practices.
Communicate with superior on progress of work assigned. In cases where review could not be completed in time, superior should be informed immediately so that timing could be revised.
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Revise or develop preliminary agreements and related budgets and scope of work. Ensure the scope of work is defined correctly and budgets reflect the scope.
Develop an understanding of, and be compliant to all processes and policies relating to the development of proposals.
Participate in strategy calls to discuss customer requirements and identify discrepancies in customer information.
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Responsible for Liaised with the backend departments to ensure every digital campaign is live on time and updating clients on weekly and monthly reports.
Work closely with the Creative department to develop the digital artwork, if required by the client
Conduct regular sales analysis to evaluate sales effectiveness and identify opportunities to ensure that the objectives of the digital advertising campaign are met.
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Drive growth by representing Q&FS during customer projects, innovation initiatives and technical discussions in close cooperation with Commercial, R&D, and regulatory teams.
Technical expertise, complaint and issue management
Oversee the handling of complaints and quality issues for assigned accounts, ensuring timely resolution and clear, meaningful feedback.
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