Associate I - BPM

0 - 2 Years
1 Opening
Trivandrum

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

Microsoft Excel,Tally,Microsoft Office