Careers - Job Portal | Hexaware

Solution and Delivery Lead

  • Country

    North America

  • Job Role

    Solution and Delivery Lead

  • Start Date

    23-Sep-2020

  • End Date

    Not Mentioned

  • Industry Type

    IT

  • Work Location

    Toronto, Ontario


Job Description

    Position: Solution and Delivery Lead

    Terms of Employment: Permanent / Full Time

    Location: Mississauga, Ontario

    Employment Address: 2 Robert Speck Parkway, Mississauga, Ontario, L6L 1H8

    Hours of Work: 40 hours/week

    Language: English

    Benefits: Eligible for discretionary bonuses and increases in salary. Eligible for extended medical, dental, vision, life insurance and leave benefits.

    Salary: $150,000 CAD – $180,000.00 CAD

    Contact: interactive.careers@hexaware.com

    Duties:

    • Overseeing the complete project delivery on Innovative solutions on E-Commerce platforms
    • Understanding the clients mission, business needs and challenges as well as the business processes to deliver an effective solution
    • Developing the implementation approach, strategy and detailed plan
    • Managing solutions through the delivery process to deliver as per the plan
    • Interfacing with the Delivery team, Internal stakeholders and Customer to effectively complete the implementation deliverables
    • Managing and mitigating risk
    • Handling any issues/escalations
    • Managing the projects budget, time boxes, resource allocation, approach and documenting, tracking and planning the solution’s development

    Requirements:

    • Minimum 10 years of experience on delivering complex ecommerce and marketing and content engagements
    • Previous experience in interactive and digital transformation projects with fortune 500 clients
    • Must have deep understanding on industry leading products like Adobe AEM, Magento, Sitecore etc.
    • Hands-on experience on Marketing and Content platforms’ Quality and Process management is required
    • Demonstrated experience in working with Globally Distributed Creative and Marketing teams (internally, 3rd party and clients)
    • In depth knowledge of scrum and agile and working with globally distributed teams
    • Excellent and effective communication skills and ability to bridge and navigate creative, marketing and technical stake holders.
    • Keen understanding and hands-on management experience of project financials, burn chart, sold/delivered as margins etc.
    • Ability to work with sales and customer success teams to grow business, price deals, drive solutions, respond to RFP’s and defend solutions in front of the client



Contact Email address:
interactive.careers@hexaware.com

Technical QA Manager

  • Country

    North America

  • Job Role

    Technical QA Manager

  • Start Date

    11-May-2020

  • End Date

  • Industry Type

    IT

  • Work Location

    Toronto, Ontario


    Terms of Employment: Contract to March 2021

    Salary: $111,100 to $115,000

    Benefits: Eligible for discretionary bonuses and increases in salary. Candidate will be eligible for the company benefits package that includes extended medical, dental, vision, life insurance and leave benefits.

    Hours of Work: 40 hours/week

    Language: English

    Duties:

    • Participating in SCRUM meetings on daily and weekly basis;
    • Creating the user stories in JIRA for both manual & automation tests and track for implementation;
    • Assisting the team in simulating the vehicle warnings/data using DCM simulator – CANoe during vehicle DCM and Head Unit Testing;
    • Assisting the team in running and validating the Mainframe jobs during testing;
    • Managing test repositories using Zephyr test management tool;
    • Developing data validation and comparison related tests (ETL) using Jumbo tool;
    • Communicating with internal and external stakeholders scattered across different geographies;
    • Participating in UX screen and Architectural review sessions and providing feedback;
    • Providing QA status updates to the client’s executive management on a weekly basis;
    • Collecting the metrics related to the test execution and defects after every release and reviewing the metrics data with the client’s executive management for any improvements;
    • Leading defect triage calls and working sessions for the resolution of QA issues;
    • Providing expert technical advice, recommendations, and management to internal and external partners and members with respect to testing strategies, planning and execution of vehicle telematics systems;
    • Ensuring the alignment of Business Analysts (BA), Product owner, Scrum Master and test resources to meeting client’s operational and project-based plans and activities; and
    • Managing defects and issues using JIRA.

    Requirements:

    • Bachelor’s degree in computer science and engineering;
    • Minimum of 3-5 years of working experience in Vehicle Telematics and connected technologies domain covering vehicle & customer registration, subscription and identity management, Vehicle DCM, Head Unit, Back office feeds, Billing, Amortization and Revenue Recognition;
    • Should possess good knowledge of End to End Telematics Business Process;
    • Sound knowledge of Atlassian JIRA tool;
    • Proficient in conducting Joint Integration testing with multiple systems hosted on Azure and AWS cloud platforms;
    • Expertise in Automotive vehicle telematics, End to end business process, Vehicle DCM, Head Unit and Back office telematics systems;
    • Solid knowledge automation framework to build the scripts for functional and regression tests of web portals;
    • Experience using TALOS test accelerator to facilitate better and enhanced test design/execution and reporting; and
    • Strong oral and written communication skills and superior interpersonal and relationship building skills.



Contact Email address:
RiteshS@hexaware.com

Job: Technical QA Manager

  • Country

    North America

  • Job Role

    Technical QA Manager

  • Start Date

    23-Aug-2019

  • End Date

    Not Mentioned

  • Industry Type

    IT

  • Work Location

    Toronto, Ontario


Job description

    Employer: Hexaware

    Position: Technical QA Manager

    Terms of Employment: Permanent/Full Time

    Location of Work: Toronto, Ontario

    Salary: $107,000.00 annually

    Hours of Work: 40 hours/week

     

    Benefits:

    Eligible for discretionary bonuses and increases in salary. Candidate will be eligible for the company benefits package that includes extended medical, dental, vision, life insurance and leave benefits.

     

    Responsibilities:

    • Participating in SCRUM meetings on daily and weekly basis.
    • Creating the user stories in JIRA for both manual & automation tests and track for implementation.
    • Assisting the team in simulating the vehicle warnings/data using DCM simulator – CANoe during vehicle DCM and Head Unit Testing.
    • Assisting the team in running and validating the Mainframe jobs during testing.
    • Managing test repositories using Zephyr test management tool.
    • Developing data validation and comparison related tests (ETL) using Jumbo tool.
    • Communicating with internal and external stakeholders scattered across different geographies.
    • Participating in UX screen and Architectural review sessions and providing feedback.
    • Providing QA status updates to the client’s executive management on a weekly basis.
    • Collecting the metrics related to the test execution and defects after every release and reviewing the metrics data with the client’s executive management for any improvements.
    • Leading defect triage calls and working sessions for the resolution of QA issues.
    • Providing expert technical advice, recommendations, and management to internal and external partners and members with respect to testing strategies, planning and execution of vehicle telematics systems.
    • Ensuring the alignment of Business Analysts (BA), Product owner, Scrum Master and test resources to meeting client’s operational and project-based plans and activities, and
    • Managing defects and issues using JIRA.

     

    Requirements:

    • Bachelor’s degree in computer science and engineering.
    • Minimum of 3-5 years of working experience in Vehicle Telematics and connected technologies domain covering vehicle & customer registration, subscription and identity management, Vehicle DCM, Head Unit, Back office feeds, Billing, Amortization and Revenue Recognition.
    • Should possess good knowledge of End to End Telematics Business Process.
    • Sound knowledge of Atlassian JIRA tool.
    • Proficient in conducting Joint Integration testing with multiple systems hosted on Azure and AWS cloud platforms.
    • Expertise in Automotive vehicle telematics, End to end business process, Vehicle DCM, Head Unit and Back office telematics systems.
    • Solid knowledge automation framework to build the scripts for functional and regression tests of web portals.
    • Experience using TALOS test accelerator to facilitate better and enhanced test design/execution and reporting, and
    • Strong oral and written communication skills and superior interpersonal and relationship building skills.

     


Contact Email:
  • RiteshS@hexaware.com


Lead Process Trainer- Outbound Process

  • Country

    India

  • Job Role

    Lead Process Trainer- Outbound Process

  • Start Date

    13-March-2020

  • End Date

  • Industry Type

    BPO

  • Work Location

    Navi Mumbai


Job Description

  • 1. Engage and influence units in driving Training and Development initiatives
  • 2. Engage units to co-create Training and Development programs/plans
  • 3. Design, plan and execute specific unit requirements including domain and skill certification
  • 4. Roll out and drive training need analysis
  • 5. Facilitate scheduled and adhoc training delivery
  • 6. Support customization of modules as per unit’s requirements
  • 7. Identify and coordinate with vendors/institutes to provide external training programs as per unit’s requirement
  • 8. Drive and support MDP initiatives
  • Provide inputs for development/enhancement of modules
  • 9. Ability to support multiple project roll outs
  • 10. Ensure client satisfaction, leading to high scores in VOC


Contact Email address:
  • PriyaS5@hexaware.com


Team Leader

  • Country

    India

  • Job Role

    Team Leader

  • Start Date

    13-March-2020

  • End Date

  • Industry

    BPO

  • Work Location

    Navi Mumbai


Job Description

  • 1. Should understand throughput calculation metrics like attrition, shrinkage.
  • 2. Should have handled a minimum of 15 to 25 agents as Team Lead.
  • 3. Should be able to handle the team’s weekly reviews and encourage team to meet organizational goals
  • 4. Responsible for staff retention within the team.
  • 5. Should be aware of KRAS, KPIS, SLA, AHT, Occupancy, Attrition Formula, Shrinkage formula.
  • 6. Should have Min 2 years of experience as Team Leader


Contact Email address:
  • PriyaS5@hexaware.com


AM & DM Operations

  • Country

    India

  • Job Role

    AM & DM Operations

  • Start Date

    11-August-2020

  • End Date

    30-October-2020

  • Industry Type

    BPO

  • Work Location

    Nagpur


Job Description

Experience

  • 1. Minimum of 1+ year as an Assistant Manager
  • 2. Needs to be high on responsibility and ownership
  • 3. Should have managed multiple processes and ensured delivery within timelines
  • 4. Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
  • 5. Extensive experience with telephony and workforce management software programs
  • 6. Experience required with inbound/outbound contacts and back office preferred – experience integrating multiple channels into a service model
  • 7. Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
  • 8. Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
  • 9. A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization

 

Education: Graduates from any stream

Mandatory:

  • 1. Adherence to company policies, rules and regulations
  • 2. To follow quality processes thoroughly using checklist standards.
  • 3. Responsible for complying with all QMS and ISMS Policies and procedures


Contact Email address:
  • PriyaS5@hexaware.com


Assistant Manager Quality

  • Country

    India

  • Job Role

    Assistant Manager Quality

  • Start Date

    11-August-2020

  • End Date

    30-October-2020

  • Industry Type

    BPO

  • Work Location

    Nagpur


Job Description

  • 1. The incumbent would lead the Quality team and the primary responsibility will be to monitor the work allocation, attend client calls and SMR, prepare different reports, work closely with Ops to ensure that the process is functioning smoothly.
  • 2. Manages a team of 15 to 20 Quality Analysts
  • 3. To manage transaction quality profile for a customer service voice and email process
  • 4. Participates in design of call & email monitoring formats and quality standards
  • 5. Defines Quality Framework, CTQs and implementation of Quality Control Plan
  • 6. To conduct audits as per defined guideline and sampling for transaction monitoring
  • 7. To ensure 100% closure of feedbacks
  • 8. To create and publish regular audit reports with management and clients (daily, weekly, monthly)
  • 9. To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls & emails
  • 10. To drive process improvement initiatives
  • 11. To drive calibration sessions with internal or external customers
  • 12. To conduct training for group of agents, when needed
  • 13. To conduct quality induction for new hire batch
  • 14. Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
  • 15. Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
  • 16. Maintain overview of daily records, MOMs and Action items
  • 17. Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns


Contact Email address:
  • PriyaS5@hexaware.com


Process Trainer

  • Country

    India

  • Job Role

    Process Trainer

  • Start Date

    11-August-2020

  • End Date

    30-October-2020

  • Industry

    BPO

  • Work Location

    Nagpur


Job Description

  • 1. Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
  • 2. Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.
  • 3. Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.
  • 4. Using trending data from Quality Assurance reports, create one-on-one or group trainings to resolve training discrepancies.
  • 5. Evaluate client’s training requirements and establish training goals/completion milestones
  • 6. Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
  • 7. Coordinate training activities looping in Hexaware and client stakeholders.
  • 8. Facilitate role-playing, test, certification, and remediation.
  • 9. If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates;
  • 10. Work with the internal management staff to develop and facilitate motivational activities for the advisors.
  • 11. Provide assistance in developing cross-training materials and SOPs, as required;
  • 12. Preparation of Training Plans, and relevant Training reports and Dashboards.
  • 13. Perform other duties as assigned.
  • 14. Ability to work in night/rotation shifts as well. Process could also demand a 6 day working and should be open for it accordingly.


Contact Email address:
  • PriyaS5@hexaware.com


Quality Analyst

  • Country

    India

  • Job Role

    Quality Analyst

  • Start Date

    11-August-2020

  • End Date

    30-October-2020

  • Industry Type

    BPO

  • Work Location

    Nagpur


Job Description

Experience

Min 1 yr of experience as a Quality Analyst

Technical Competencies: (Job related)

Knowledge of Quality tools

Basic knowledge of Excel

YB Trained preferred

Soft Skills: (Job related)

Required to be able to communicate with different stakeholders effectively

Education

Mandatory: Graduate from any stream

Mandatory: Should be open to rotational shifts/Weekly offs

Desirable: Customer support background


Contact Email address:
  • PriyaS5@hexaware.com


TTL / TL / Sr.TL

  • Country

    India

  • Job Role

    Team Coach/TL

  • Start Date

    11-August-2020

  • End Date

    30-October-2020

  • Industry Type

    BPO

  • Work Location

    Nagpur


Job Description

Education

Mandatory: Graduates from any stream or Global Equivalent degree

Experience

  • 1. Minimum 1+ year experience as a Team Leader/Team Coach in voice/chat process
  • 2. Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers

 

Technical Competencies: (Job related)

  • 1. Proficient in MS Office – Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc
  • 2. Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
  • 3. Should be aware of Ecommerce industry and should have used it in daily professional life

 

Operations:

  • 1. Facilitate day to day Operations
  • 2. Handling 2nd level escalated calls.
  • 3. Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team
  • 4. Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same
  • 5. Maintain accurate and updated knowledge of all Amazon’s procedures and systems
  • 6. Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary
  • 7. Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information
  • 8. Encourage and implement best practice across the team


Contact Email address:
  • PriyaS5@hexaware.com


Manager Training

  • Country

    India

  • Job Role

    Manager Training

  • Start Date

    11-Aug-2020

  • End Date

    31-Aug-2020

  • Industry Type

    BPO

  • Work Location

    Mumbai & Nagpur


Job Description

  • 1. 8-10 years of prior training experience in reputed call centers and handled a team of Trainers/Sr Trainers/AMs
  • 2. Inbound and Outbound Voice domain experience is a must. Soft skills and Communication training knowledge is an add on preferred.
  • 3. Good knowledge /background of the retail industry training experience is preferred.
  • 4. Excellent verbal, written and interpersonal communication skills.
  • 5. Must be self-motivator and self-starter.
  • 6. Focused on quality and customer service.
  • 7. Solid time management skills.
  • 8. Must be able to effectively deal with people at all levels inside and outside of the Company.
  • 9. Creative ability, writing proficiency and visual graphics design ability.


Contact Email address:
  • NehaGadhe@hexaware.com


Manager Transition

  • Country

    India

  • Job Role

    Manager Transition

  • Start Date

    11-Aug-2020

  • End Date

    31-Aug-2020

  • Industry Type

    BPO

  • Work Location

    Chennai


Job Description

  1. 1. Should have 10+ years’ work experience from BPO including 3+ years into end to end BPO Transition.
  2. 2. Worked on MS Excel, MS Visio, MS Project ,MS Word & MS PPT
  3. 3. Knowledge of creating and tracking project progress on MS Project

      Desired PMP Certification.


Contact Email Address
  • NehaGadhe@hexaware.com


Customer Service Executive

  • Country

    India

  • Job Role

    Customer Service Executive

  • Start Date

    11-Aug-2020

  • End Date

    21-Sep-2020

  • Industry Type

    BPO

  • Work Location

    Mahape, Navi Mumbai


Job Description

Experience

• Fresher or Experienced candidates can apply

Education

HSC and above

Mandatory:

• Adherence to company policies, rules and regulations

• Fluent English Communications skills


Contact Email Address
  • DiptiG@hexaware.com


Telesales

  • Country

    India

  • Job Role

    Telesales

  • Start Date

    11-Aug-2020

  • End Date

    21-Sep-2020

  • Industry Type

    BPO

  • Work Location

    Mahape, Navi Mumbai


Job Description

Experience

  • • 6 month sales experience required.

Language

  • • Tamil/Telugu/Kannada

Education

HSC and above

Mandatory:

  • • Adherence to company policies, rules and regulations
  • • Fluent English Communications skills


Contact Email Address
  • DiptiG@hexaware.com