Job Title: GCC Q uality Assurance s enior quality a nalyst / quality a ssociate
Since 1851, MassMutual's commitment has always been to help people protect their families, support their communities, and help one another. Therefore, we want to inspire people to Live Mutual. We at MassMutual value diversity & inclusion . We're people helping people. A career with us means you will work alongside exceptional people & be empowered to reach your professional & personal goals. Our employees are the foundation of what makes MassMutual a strong, stable, and ethical business. We seek , value unique &varied perspectives &experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.
About the role:
Responsible for adhering Quality Assurance and Quality Control services for aligned business processes . Manages the QA/QC activities for Ops teams while identifying automation, efficiency and non-value adds from the processes in the aligned line / s of business. Collaborates effectively with delivery lead /Management to implement best in class QA/QC practices, add value with Domain and technical expertise from QA perspective. Strives to achieve organization goals for QA organization transformation and optimization, ensures that the KPI's and service levels are maintained effectively.
Responsibilities:
QA and QC roles
- Support in d evelop ing & maintaining Quality Control and Assurance framework for aligned business areas
- Adhere the Quality Framework and guidelines by meeting the defined standards
- Conduct day to day monitoring for the processes and share feedback
- Active participation on Updates/Transitions and other process related meetings and own QA related actions
- Identify non-value add from the processes by analyzing defects trends, V oice of the customer or Process requirements
- Measure, Improve and Control quality metrics and KPI's
- S upport in external audits/certifications like ISO, COPC, FCA & CMMI for the department
- Experience in Risk management, Quality Assurance, Business Compliance, Lean Six Sigma, Business Analytics, Process Improvement, Automatons, C.O.P.C., Value Stream Mapping, Risk Management and Process migration in Insurance domain would be an added advantage.
Process and Governance:
- Conduct calibration sessions with operations and training team
- Own and Implement best in class QA practices aligned to enterprise development practices
- Own the reporting of KPI's and Metrics at LOB level to Delivery leaders and COE stakeholders
- RCA and Continuous Improvements to achieve optimization goals
- Support Audits and Compliance on business processes and artifacts
People :
- Feedback to Ops team members based on the transaction monitoring
- Building rapport and maintaining a friendly demeanor.
- Empathy and patience for handling diverse customer situations.
Skills Required :
Excellent verbal and written communication (Mandatory) . Clear and concise verbal communication.
Ability to adapt tone and language based on the audience. Active listening to understand and address customer needs.
Sound understanding of MS Office, specifically Excel (Mandatory )
Understanding of QA methodology in previous roles (Desired)
Education and experience :
Any Graduation
Minimum (0-2 Years for Quality Analyst) of overall experience preferably in US Insurance/Healthcare or Financial Services
What the Team is Saying
What We Do
With our world class Global Capability Centre (GCC) in the heart of Hyderabad, we at MassMutual are extending a nearly 170-year legacy of securing futures and protecting loved ones to Telangana, India in 2020. The Hyderabad GCC has been established to explore the global talent pool with an in-house team of experts in full-stack Development & Support, DevOps, Quality Assurance, Security & Cloud Engineering, Data Science and several other areas such as insurance, business, security, and operations.
Living Mutual has always been at the core of MassMutual’s purpose. Since 1851, MassMutual’s mutual way of life has been reflected in its various initiatives, be it Social Responsibility, Corporate Governance, or Diversity & Inclusion.
With the opening of our Hyderabad facility, you’ll not only get to work in our innovative, state-of-the-art Global Capability Centre, you’ll also be supported by colleagues in our global MassMutual community.
Spread across 73000+ square feet facility on the 7th floor of BSR IT SEZ, the Global Capability Center in Hyderabad can house more than 600 employees. Located at the heart of Financial District, the facility boasts of work class infrastructure and amenities, enabled by state-of-the-art technology and security systems. In-house gymnasium / aerobics center, yoga room, indoor games room, mothers’ / wellness room, 200+ seater cafeteria, high-rise & lounge seating are some of the amenities available for the employees. The SEZ facility will also provide common creche and eat-out restaurants in the building premises, once operational.
Join us now to collaborate with teams across the world on projects and initiatives that will contribute to the growth of MassMutual as a global financial services leader.
Why Work With Us
MassMutual is leading the financial services industry in digital enablement, and the new MassMutual
India Global Capability Center is a result of this effort. We are here to empower careers and help
people secure their futures through innovation and technology.
Gallery
MassMutual India Offices
OnSite Workspace
