Associate I - BPM

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.

A 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:

  1. 100% Adherence to quality standards
  2. Adherence to turnaround time for response and resolution
  3. Completion of all mandatory training requirements
  4. 100% adherence to process and standards
  5. 100% adherence to SLAs where applicable
  6. Number of issues fixed/tasks completed
  7. Number of non-compliance issues with respect to SOP
  
  

  Outputs Expected:

  Processing Data:
  1. Processing transactions assigned as per SOPs
  
  Handling calls Voice:
  1. Handle customer support calls
     resolve issues and complete after-call work
  
  Issue Resolution:
  1. Identifies
     analyses and solves the incidents/tickets.
  
  Training:
  1. Attends one on one need-based domain/project/technical trainings as needed
  
  Escalation:
  1. Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
  
  Monitoring:
  1. Monitors progress of requests for support and ensures users and other interested parties are kept informed.
  
  Status Reporting:
  1. Report status of tasks assigned
     comply with project related reporting standards/process
  
  Manage knowledge:
  1. Consume project related documents
     share point
     libraries and client universities
  
  Release:
  1. Adhere to release management process
  
  

  Skill Examples:

  1. 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.
  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. Willingness and ability to learn new skills domain knowledge etc.
  7. Frontline resource - Voice/Backoffice/Testing
  
  

  Knowledge Examples:

• Familiar with Windows Operating Systems MS Word MS Excel etc.
  1. English comprehension - Reading Writing and Speaking
  2. Basic domain knowledge if possible
  3. Experience level - Less than 2 years
  
  

  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 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.