Associate II - BPM
UST
- Thiruvananthapuram, Kerala
- Permanent
- Full-time
- Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence.
- Data: Analyze information enter and verify data following the SOP to ensure completion of the task.
- Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed as per directions.
- Be aware of any clients processor product updates and ensure 100% compliance towards the same.
- Proficient in the process and assist other team members who are new to the process to ensure quick readiness of the team.
- Able to handle and manage higher complexity tasks.
- Able to analyze processes and come up with ideas to automate them to increase operational efficiency.
- 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 and tasks completed
- Number of non-compliance issues with respect to SOP
- Production readiness of new joiners within agreed timelines by providing guidance
- Zero/No Client Escalations
Production: * Take calls (voice) or process complex transactions (data)Quality: * Perform quality control for transactions processed by associates if requiredReporting: * Create reportsprepare spreadsheets of daily transactions
data entry in software/tool * Report status of tasks assignedcomplying with project related reporting standards and process
Productivity: * Completion of tasks with zero errors.
- Take steps to improve performance based on coaching
- Monitors progress of requests for support and ensures users and other interested parties are kept informed.
- On time completion of all mandatory training requirements of the organization and customer.
- Provide on floor training and one to one mentorship of new joiners.
libraries and client universities
Communication: * Share status update to the respective stakeholders and within the teamCollaboration: * Collaborate with different towers of delivery for quick resolution (within SLA); document learnings for self-reference.
- Collaborate with other team members for timely resolution of errors
- Assist new team members to understand the customer environment.
- 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)
- Typing Speed with 15WPM and 80% accuracy
- Make rule-based decisions and judgments based on guidance from Lead
- Analytical ability to understand the larger picture of customer issues.
- Ability to follow SOP documents and escalate the s with in the SLA defined.
- Willingness and ability to learn new skills domain knowledge etc.
- Sr. Process Associate Quality Auditor SME
- Frontline resource - Voice/Backoffice Quality Auditors SME
- English comprehension – Reading writing and speaking
- Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
- Fair understanding of customer infrastructure ability to co-relate failures.
- Familiarity with work allocation and intake functions
- Experience level – 2 to 5 years