Role Proficiency:

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

Outcomes:

Acts under very minimal guidance 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: Analyze information enter and verify data following 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.      Be aware of any clients processor product updates and ensure 100% compliance towards the same.      Proficient in the process and assist other team members who are new to the process to ensure quick readiness of the team.      Able to handle and manage higher complexity tasks.      Able to analyze processes and come up with ideas to automate them to increase operational efficiency.

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 and tasks completed      Number of non-compliance issues with respect to SOP      Production readiness of new joiners within agreed timelines by providing guidance      Zero/No Client Escalations

Outputs Expected:

Processing Data: Processing transactions assigned as per SOPs
Handling calls Voice: Handle customer support calls
resolve issues and complete after-call work
Production: Take calls (voice) or process complex transactions (data)
Quality: Perform quality control for transactions processed by associates if required
Reporting: Create reports
prepare spreadsheets of daily transactions
data entry in software/tool Report status of tasks assigned
complying with project related reporting standards and process
Productivity: Completion of tasks with zero errors. Take steps to improve performance based on coaching Monitors progress of requests for support and ensures users and other interested parties are kept informed.
Issue Resolution: Identifies
analyses and solves the incidents/transactions. Address any problems with the supervisor /QA to ensure maximum productivity and efficiency.
Training: Attends one on one need-based domain/project/technical trainings as needed. On time completion of all mandatory training requirements of the organization and customer. Provide on floor training and one to one mentorship of new joiners.
Escalation: Escalate problems to appropriate individuals and support team based on established guidelines and procedures.
Manage knowledge: Consume project related documents
share point
libraries and client universities
Communication: Share status update to the respective stakeholders and within the team
Collaboration: Collaborate with different towers of delivery for quick resolution (within SLA); document learnings for self-reference. Collaborate with other team members for timely resolution of errors Assist new team members to understand the customer environment.
Process Adherence: Thorough understanding of organization and customer defined process; consult with mentor when in doubt. Adherence to defined processes.
organization’ s policies and business conduct.

Skill Examples:

     Customer Focus: Focus on providing 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      Make rule-based decisions and judgments based on guidance from Lead      Analytical ability to understand the larger picture of customer issues.      Ability to follow SOP documents and escalate the s with in the SLA defined.   Willingness and ability to learn new skills domain knowledge etc.   Sr. Process Associate Quality Auditor SME Frontline resource - Voice/Backoffice Quality Auditors SME

Knowledge Examples:

     Familiar with Windows Operating Systems MS Word MS Excel.      English comprehension – Reading writing and speaking      Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)      Fair understanding of customer infrastructure ability to co-relate failures.      Familiarity with work allocation and intake functions      Experience level – 2 to 5 years

Additional Comments:

Roles & Responsibilities · Product configuration · Preparation of documents · Peer Reviews, Reporting of defect. · Daily Review with stake holders. · Should attend offshore, onsite and client review meetings. · Should be able put additional effort for learning · Should be flexible in work roles · Analytical skills – should be able to synthesize complex information. · Should be flexible to work in 2-11PM IST and also flexible to move to night shift timing if client requires availability in EST time zones. Primary Skills · Overall BPO experience 1+ years. · Healthcare BPO experience desired. · Should practice and exhibit UST’s core values at work: humility, humanity, and integrity. · Possess a professional degree/diploma or above from a reputed institution. · Experience and Exposure in Microsoft office and related Tools. · Excellent communication skills and presentation skills including the ability to convey technical information effectively.