HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”
Coordinates audit requests for assigned customer account (s); ensures assigned inspector has appropriate skill set and qualifications for audit assignments; ensures audits are coordinated effectively and according to each accounts' expectations. Responds promptly to client and inspector inquiries. Reviews and analyzes audits for accuracy and integrity of information. Updates Manager with critical information requiring further analysis. Works to complete accurate bill records at audit completion. All efforts aim to improve customer service, costs, and audit quality and maintain positive relations with customer (s) and the inspector base.
Essential Functions:
• Receives inspection/audit requests from clients; updates dealer maintenance with accurate location information and appropriate inspector choice.
• Coordinates scheduling for qualified inspector within client timelines and Quiktrak profitability guidelines.
• Communicates promptly with both inspectors, clients, and /or management team with regards to updates, questions or problems with jobs; and works with appropriate department personnel to resolve problems.
• Coordinates certifications with the Regional Managers to ensure inspectors understand the procedures specific to the account (s).
• Documents rating and feedback for each inspector to improve quality.
• Reviews audit/inspection results for accuracy and validity and changes the status to approved, so the completed product is sent to the client.
• Conducts analysis on audits/inspections that meet specific criteria, utilizing a variety of Quality Assurance reports, determining if there are any potential exposures.
• Updates Manager and/or Regional Managers if severe quality or potential exposures exist.
• Documents rating and feedback for each audit/inspection to improve quality.
• Maintains audit/inspection list to ensure timely transfer of information to client.
• Works directly with manager, teammates and clients for continuous process improvement.
• Serves as back-up for other team members to ensure timely completion of all workload in order to mitigate Quiktrak’s risk and meet time service expectations.
• Maintains billing records for each job completed, to ensure billing and pay are accurate.
• Ensuring that the processes are delivering their intended outputs (ISO 9001 :2023)
• Reporting on the performance of the Quality Management System and on opportunities for improvement in particular to top management (ISO 9001 :2023)
• Ensuring the promotion of customer focus throughout the organization (ISO 9001 :2023)
• Ensuring that the integrity of the Quality Management System is maintained when changes to the QMS are planned and implemented. (ISO 9001 :2023)
• Reporting on the performance of the information security management system to top management (ISO 27001 :2023)
• Reporting on the performance of the Occupational Health and Safety Management system to top management (ISO45001:2023)
• Conforming to and participating in the requirements of the Environmental Management system (ISO14001:2023)
• Reporting on the performance of the Environmental Management system (ISO14001:2023) Marginal Functions:
• Handles Special Requests from the client
• Emails materials to the client or inspectors as needed
• Performs other duties as assigned.
HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.
