Associate III - BPM
UST
- Thiruvananthapuram, Kerala
- Permanent
- Full-time
- Data: Analyze information enter and verify data follow 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.
- Address performance issues and improvement plans of team and self with supervisor.
- Expected to be proficient in the process and domain to ensure quality of transactions and guide the same to the process associates.
- Perform QA for production associates as an expert in the function and ensure completion within SLAs.
- Create reports on performance metrics for team to manage productivity.
- Understand the process and bring forward ideas and solutions to simplify and automate them to increase operational efficiency. Create automation solution and submit the same to Lead I for review.
- 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
- Zero/No Client Escalations
- Number of high-quality RCA and QA output
- Daily/weekly performance reporting
- Mentors A1 and A2 resources on the processes
- Identifies
- Production readiness of new joiners within agreed timeline by providing guidance Actively participate in the team's or organization wide initiatives
- Able to handle and manage higher complexity tasks.
- Adhere to release management process.
- Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.
- Adherence to defined processes.
- Adhere to organization’ s policies and business conduct.
- On time completion of all mandatory training requirements of organization and customer.
- Provide on floor training and one to one mentorship for new joiners.
libraries and client universitiesMentoring: * Mentor and provide guidance to peers and junior associates.
- Assist new team members in understanding the customer environment.
- Collaborate with other team members for timely resolution of errors.
- 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
- Analytical approach: Makes systematic judgments based on information and relevant assumptions.
- Ability to follow SOP documents and escalate the s within the defined SLA Willingness and ability to learn new skills domain knowledge etc.
- Make rule based and discretionary decisions.
- Process Trainer/Sr. QA/Domain Expert/MIS Analyst
- Frontline resource - Voice/Backoffice Quality Auditors SME Domain Experts
- Expertise with Windows Operating Systems MS Office tools
- English comprehension – Reading writing and speaking
- Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
- Familiarity with work allocation and intake functions
- Familiarity with quality control processes including pare to analysis and root cause analysis
- Knowledge on security policies and tools
- Good understanding of customer infrastructure ability to co-relate failures
- Experience level – 3 to 7 years