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:

Perform data analysis to support business decision-making. Utilize tools such as advanced Excel, power query, power Pivot and Power BI tools to analyze and interpret data. 1. Data Collection and Management -Gather data from various sources, including databases, spreadsheets, and external data sources. -Clean and preprocess data to ensure accuracy and consistency. -Manage and maintain data integrity and security. 2.Data Analysis -Use statistical methods and tools to analyze data and identify trends, patterns, and insights. -Conduct exploratory data analysis (EDA) to understand data characteristics and relationships. -Perform data mining and build predictive models when required. 3.Reporting and Visualization -Create reports, dashboards, and visualizations to present findings to stakeholders. -Use tools like Power BI, or Excel to design and build interactive dashboards. -Interpret and communicate complex data findings in a clear and actionable manner. 4.Collaboration and Communication -Work closely with other teams such as marketing, finance, and product development to understand their data needs. -Collaborate with data scientists and engineers to improve data collection and analysis processes. -Provide data-driven recommendations and support decision-making processes. -Strong attention to detail and ability to communicate complex ideas effectively. 5.Tool and Technology Utilization -Utilize data analysis tools and programming languages such as SQL, advance excel, Power BI, Macros, Power Pivot, Power Query and VLoopUps. -Work with databases and data management systems like SQL Server or MySQL. -Stay updated with the latest data analysis technologies and methodologies. Education and Experience & Skills Required for this position • A bachelor’s degree in a related field such as Data Science, Statistics, Computer Science, Mathematics, Economics or Accounting is typically required. • Advanced positions might require a master’s degree or relevant certifications (e.g., Certified Analytics Professional). • Relevant work experience or internships in data analysis or a related field can be advantageous. Technical Skills 1. Proficiency in data analysis tools and software (e.g., Advance Excel, SQL, Power Pivot, Power Query, VLookpUps) 2. Experience with data visualization tools (e.g.Power BI). 3. Knowledge of statistical methods and data modelling techniques. 4. Strong analytical and problem-solving abilities to interpret and analyse complex data sets. 5. Ability to identify patterns, correlations, and anomalies in data 6. Excellent written and verbal communication skills to convey findings and insights to non-technical stakeholders. 7. Ability to create clear and concise reports and presentations.