A Voice Associate should under very minimal guidance be able to take customer support calls effectively and efficiently following 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 very minimal guidance effectively and efficiently process the transactions assigned in a timely manner and ensure that quality of output and accuracy of information is maintained in alignment with SLAs

1.      Customer Focus: Focus on providing prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.
2.      Attention to detail to ensure SOPs are followed and mistakes are not knowingly made
3.      Team Work: Respect others and work well within the team.
4.      Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
5.      Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
6.      Typing Speed with 15WPM and 80% accuracy
7.      Make rule-based decisions and judgments based on guidance from Lead
8.      Analytical ability to understand the larger picture of customer issues.
9.      Ability to follow SOP documents and escalate the alerts with in the SLA defined.
10.   Willingness and ability to learn new skills domain knowledge etc.
11.   Sr. Process Associate Quality Auditor SME
12. Frontline resource - Voice/Backoffice Quality Auditors SME