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Role Description of 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

Tagged as: accounting

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