Job Description

Job Description

Job Summary

We are seeking a detail-oriented Quality Analyst to join our team. As a Quality Analyst for Automotive Software Product Support , you will be responsible for design of quality form, transaction monitoring for the process, reporting & review. You will also be responsible for evaluating customer interactions against established standards to identify areas for improvement and ensuring high quality customer service.

Responsibilities

• Perform Transaction monitoring of the select processes
• Record and consolidate QC scores on a timely basis, identify Root causes appropriately
• Conduct coaching & feedback session for the individual & to the team on a timely and appropriate intervals
• Record CAPA and ensure learnings are shared to the team and
• Participate in calibration sessions, ensure that him/her-self meets the required accuracy scores; Demonstrate improvement trend whenever accuracy target is not met
• Prepare QA scorecards and conduct Coaching & Feedback reviews [weekly, monthly and quarterly]
• Identify overall and analyst level sample size based on historical performance
• Conduct timely review and prepare Monitoring Improvement plan
• Tracking and measuring the transaction monitoring compliance against the sampling target
• Identify areas of process improvement through the monitoring process
• Ensure Process/Product updates are communicated to analyst
• Own and contribute to the management of Complaint/Issue tracking, resolution and analysis.
• Sharing the required deliverables to client/internal stakeholders on-time
• Identify the failure modes or pain points in the process and contribute to creating mitigation plan
• Document and maintain the Complaint tracker, ensure the closure of CAPA & RCA
• Ensure the briefing of Corrective actions/ Learnings to the team from complaints, QC findings etc.

Qualifications

• HS Diploma or GED Required
• Any Graduate (3-4 years course) preferred
• 4+ years of experience in Quality Analyst with similar project in Automotive software support, customer service
• Proficiency in Automotive hardware and software systems with its functionality, Automotive Diagnostics & Troubleshooting
• Good understanding on Diagnostic Trouble Codes ( DTC), symptom codes, wiring diagrams, connected vehicle systems, electrical systems & infotainment systems
• Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times
• Monitoring, Evaluating and Coaching

Key Skills

• Experience in working and managing communications, with multiple cross-functional teams/stakeholders
• Should have experience in identifying the CAPA, RCA and suggest appropriate actions to the Team Lead/Process Manager

Who we are

• Team oriented/team player
• Excellent critical and analytical thinking
• Well-versed in providing coaching & feedback to the team to achieve the accuracy target/reduce the errors.
• High attention to detail, and high level of professionalism
• Proactive, self-motivated, self-starter, minimal supervision
• Strong organizational, time and workflow management skills.

We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians.

Compensation and Benefits

• Pay Range Minimum: $70,000.00 per year
• Pay Range Maximum: $75,000.00 per year

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

https://www.hcltech.com/candidate -privacy-notice

Company Description

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 150,000+ ‘Ideapreneurs’ across 49 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

Enterprises across industries stand at an inflection point today. In order to thrive in the digital age, technologies such as analytics, cloud, IoT, and automation occupy center stage. In order to offer enterprises the maximum benefit of these technologies to

Company Description

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 150,000+ ‘Ideapreneurs’ across 49 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.\r\n\r\nEnterprises across industries stand at an inflection point today. In order to thrive in the digital age, technologies such as analytics, cloud, IoT, and automation occupy center stage. In order to offer enterprises the maximum benefit of these technologies to