Independently achieves the following; guiding other process associates and assists Lead 1 - BPM
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 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.
Requirements :
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)
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 alerts 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