Job Description

Role: Associate OTC - Quality Assurance

(US Shift)

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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?

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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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You. Unlimited.

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