Associate I – BPM

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 transactions assigned as per SOPs
  
• Handle customer support calls resolve issues and complete after-call work
  
• Identifies analyses and solves the incidents/tickets.
  
• Attends one on one need-based domain/project/technical trainings as needed
  
• Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
  
• Monitors progress of requests for support and ensures users and other interested parties are kept informed.
  
• Report status of tasks assigned comply with project related reporting standards/process
• Consume project related documents share point libraries and client universities
• 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