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Associate I

2 months ago

Kochi, India UST Full time

Role Proficiency:
A Voice Associate should under continuous guidance be able to take customer support calls effectively and efficiently; follow the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with SLAs.rnA Data Associate should under continuous guidance effectively and efficiently process transactions assigned in a timely manner and ensure that quality of output and accuracy of information is maintained in alignment with SLAs.

Outcomes:
Acts under continuous guidance and support to achieve the following:

- Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence.
- Data: Enter and verify data; follow the SOP to ensure completion of tasks
- Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed per directions.
- Should be aware of any clients process product and updates and ensure 100% compliance towards the same.
- Address any problems with the supervisor /QA to ensure maximum productivity and efficiency.
- Take steps to improve performance based on coaching.

Measures of Outcomes:

- 100% Adherence to quality standards
- Adherence to turnaround time for response and resolution
- Completion of all mandatory training requirements
- 100% adherence to process and standards
- 100% adherence to SLAs where applicable
- Number of issues fixed/tasks completed
- Number of non-compliance issues with respect to SOP

Outputs Expected:
Processing Data:

- Processing transactions assigned as per SOPs

Handling calls Voice:

- Handle customer support calls
resolve issues and complete after-call work

Issue Resolution:

- Identifies
analyses and solves the incidents/tickets.

Training:

- Attends one on one need-based domain/project/technical trainings as needed

Escalation:

- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

Monitoring:

- Monitors progress of requests for support and ensures users and other interested parties are kept informed.

Status Reporting:

- Report status of tasks assigned
comply with project related reporting standards/process

Manage knowledge:

- Consume project related documents
share point
libraries and client universities

Release:

- Adhere to release management process

Skill Examples:

- Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.
- Attention to detail to ensure SOPs are followed and mistakes are not knowingly made
- Team Work: Respect others and work well within the team.
- Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
- Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
- Willingness and ability to learn new skills domain knowledge etc.
- Frontline resource - Voice/Backoffice/Testing

Knowledge Examples:

- Familiar with Windows Operating Systems MS Word MS Excel etc.
- English comprehension - Reading Writing and Speaking
- Basic domain knowledge if possible
- Experience level - Less than 2 years

Additional Comments:

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