SUMMARY

The Senior QC Specialist is a career advancement or succession position in Invoice Quality Control for the Quality Control Specialist I role under Invoice Process Operations, RUM. The role supports high-level quality control and invoice processing analysis, case management to critically escalated situations in QC, and coordination/collaboration to other department such as Bill Pay, Financial Account Management, Account Management, Research and others. The position also supports team by serving as subject matter expert and auditor for quality assurance specific to team and quality control specialist scope.

PRIMARY RESPONSIBILITIES

Responsibilities for this position include but are not limited to the following:

Team Support Function

• Perform quality assurance audits for resolution of alerts for Tier 1 position and makes recommendation for performance improvement in partnership with Team Leader based on identified areas of improvement
• Generate quality assurance reports for business reporting, and/or other reporting specific to the QC process that shall help understand overall invoice quality control business performance
• Support or train new hires, while serving as “buddy mentor” in training or also facilitate upskill training for process within scope
• Serving as team POC in Team Leader’s absence

Individual Case Management Functions

• Generate required reports specific to Exceptions cycle time and support team to influence and improve efficiency
• Manage general inbox, which requires proper assignment of emails, coordinating to specific role or department
• Manage cases in customer relationship management (CRM) system such as Salesforce or Atlas, and/or coordinating case resolution to appropriate department
• Learn and perform other quality control process in other RUM platforms such as RBMS, CASS

Client and Account Management Support Functions

• Coordinate QC-related issues to key stakeholders, and recommend resolution to address issues
• Serve as process expert in Invoice Quality Control when resolving high-level invoice process issues or client escalations
• Provide recommendation for course of actions specific to scope in improving process or handling client concerns such as emergency/expedited handling related to quality control
• Supports, lead or recommend other improvement to process or enablement of performance in quality control to elevate product success or brand reputation

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• At least 1-2 year in Tier 1 Quality Control Specialist role function with excellent performance record throughout tenure
• At least 1 year of experience in leading campaigns or projects, and training in quality control
• Highly analytical and able to communicate at a business level
• Experience in vendor management and reviewing invoices or bills
• Solution based attitude, drive for client resolution and satisfaction
• Demonstrates technical proficiency in VES Invoice Processing procedures and systems
• Strong verbal and written communication skills
• Ability to manage multiple tasks or projects, vendors and clients at the same time, multi-tasking with highest level of urgency and response