Production Agent

**Content Reviewer**:
**Role Purpose**

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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**ob Summary**

**Skills Required**:

- Strong analytical and logical reasoning skills
- Should have basic understanding knowledge of Adwords and AdSense
- Should have an eye for easily spotting the above Content on a Video
- Strong Knowledge of Current Affairs and General Knowledge to help identifying cultural biases on Videos
- Should know to read & write more than one regional language
- Excellent communication skills in English
- Good knowledge of Google tools such as Chrome, Google Sheets, Docs, Slides, Drive, etc
- Basic Knowledge of Online Advertisements, Marketing strategy and Google YouTube Monetisation Policy
- Strong Time Management skills
- Good Interpersonal & People skills with a good problem-solving approach.
- Should have Customer Centric Mindset
- Any experience in Content Management Process is an added benefit

**PRIMARY RESPONSIBILITIES**
- Review content of a graphic, violent, sexual, or egregious nature such as Adult, Sexual, Abusive, Hate, Derogatory, Illegal Acts, Violence, Death, and Tragedy and take appropriate action
- Attend all required trainings
- Attend QA meetings
- Participate in wellness activities

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- ** Deliver excellent customer service through effective diagnosis and troubleshooting of client queries**
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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- ** Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks

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**Deliver**

**No**

**Performance Parameter**

**Measure**
- 1
- Process
- No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
- 2
- Self
- Management
- Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.