Associate I - Kolkata, India - UST

UST

Verified Company

Kolkata, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

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 noncompliance 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 needbased 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