Associate OTC - Quality Assurance

Role: Associate OTC - Quality Assurance (US Shift)

Location: Kharadi, Pune
 

“Life Unlimited” At Smith+Nephew. We design and Manufacture technology that takes the limits off living

The Associate OTC – Quality Assurance (QA) (US Shift) is responsible for monitoring, evaluating, and enhancing the quality of collections activities within the Order-to-Cash (OTC) process. This role ensures adherence to established policies, procedures, and communication standards while promoting a positive customer experience. The Associate OTC – QA also coordinate the provided feedback form the customers collaborating with stakeholders to enhance overall efficiency, compliance, and customer satisfaction.
 

What will you be doing?

Quality Assurance:

• Perform regular quality reviews of collections activities using established QA evaluation forms and scorecards.

• Review the accomplishment of the SLA commitments, communication standards, and documentation accuracy in systems (e.g., High radius, SAP, ServiceNow).

• Verify that customer-facing interactions (calls, emails, escalations) align with professionalism, accuracy, and OTC guidelines.

• Ensure collection procedures are executed as per the SOP requirements. (documentation and reconciliation)

Customer Experience:

• Own and manage customer experience feedback through the survey monkey SharePoint. Also, Follow-up the E2E of the actionable items.

• Analyze customer concerns and complaints on the survey results and coordinate the actionable items with the internal Stakeholders.

• Support OTC initiatives as required.

What will you need to be Successful?

• Education: Bachelor's degree in business administration, Finance, Accounting, or related field (or equivalent work experience).

• Atleast 1-2 years of experience in OTC - Collections and SAP.

• Should be comfortable for US Shift.

• Proven experience in Accounts Receivable, Collections, or OTC processes.

• Strong knowledge of QA methodologies, process controls, and compliance requirements.

• Familiarity with ERP systems (e.g., SAP) and collections tools (e.g., GetPaid) preferred.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).

• Good Communication and stakeholder management skills

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.

• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.

• Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.

• Flexibility: Hybrid Work Model (For most professional roles)

• Training: Hands-On, Team-Customized, Mentorship

• Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.

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