Key Account Excellence Investigation Analyst

About the role

UPS is hiring a Key Account Excellence Investigation Analyst in Gurgaon. The role acts as the main point of contact for key accounts on GxP matters, building trust-based relationships and investigating issues so that timelines and client requirements are met in line with company procedures.

Key responsibilities

• Act as the primary contact for key accounts on GxP matters and build trust-based relationships with them.
• Hold recurring meetings with clients to advise on follow-up of open GxP topics.
• Write detailed investigations, acting as Issue Reporter and Lead Investigator where needed, based on data collection, interviews and analysis to find root causes.
• Review investigations within your scope and work with functional areas to define preventive and corrective actions.
• Follow up assigned tasks, perform effectiveness checks, escalate issues and track trends with the Key Account Excellence team.
• Update management, peers and sites on GxP matters and communicate process improvements, including SOPs and client documentation.
• Maintain dashboards tracking investigations, tasks, effectiveness checks and client documentation (QTA, COP, SLA).
• Attend key account audits if needed and collaborate across departments to improve the key account experience.

Required profile

• 2+ years of experience in technical writing, customer experience or quality assurance.
• Associate degree or equivalent university degree or certification.
• Fluent English and strong written and verbal communication skills.
• Organized, methodical and able to handle a fast-paced workload with multiple projects.
• Collaborative, with troubleshooting and problem-solving skills in a cross-functional team.

Required skills

• Microsoft Office Suite (Word, Excel, PowerPoint)
• Strong typing and computer skills