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.”

Job Summary 

The Quality and Compliance Agent is responsible for ensuring adherence to Sherpa policies, regulatory standards, and operational guidelines. This role involves handling driver onboarding tasks, managing support emails and claims, generating reports, investigating potential fraud, and handling disputes. The agent plays a critical role in maintaining service integrity and operational compliance. 

Key Responsibilities

• Driver Onboarding: Review and verify driver applications, ensuring compliance with Sherpa policies and regulatory requirements. Assist in onboarding tasks to ensure a smooth transition for new drivers.
• Support Emails & Claims: Respond to and resolve support emails, addressing inquiries and claims efficiently while ensuring adherence to company policies.
• Reporting: Prepare and submit daily, weekly, and end-of-month reports that track driver's performance, compliance metrics, and key operational data.
• Fraud Investigation & Compliance Review: Analyze flagged transactions, operations, or client-reported cases to detect and prevent fraudulent activities. Conduct thorough reviews and provide recommendations for further action.
• Dispute Handling: Investigate and resolve disputes arising from operational/delivery issues, compliance concerns, or client grievances. Ensure fair and timely resolutions while adhering to Sherpa policies and best practices.
• Collaboration: Work closely with operations and other internal teams to ensure consistency in compliance measures and risk mitigation strategies.
• Upskilling/Crosskilling: With the ever-changing landscape of operations, participate in training and development to help improve performance in your current role and across other lines of business within the organisation.

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.