Associate I

1 week ago

Thiruvananthapuram, Kerala, India UST Full time ₹ 1,50,000 - ₹ 2,50,000 per year

0 - 2 Years

1 Opening

Trivandrum

Role description

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:

N/A

Skills

Microsoft Excel,Tally,Microsoft Office

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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