Process Executive | Voice

Sr. Analyst - Prod Ops Qualification: Graduate (exclusion: BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo Responsibility: Stakeholder/Business Management: • • Update required applications & tools and keep SME and TL informed of new issues. • • Respond through email and chat. • • Meet/Exceed targets set within the key research activities(Talent Research & Data Management). • • Ensure exceptional viability / accexptance rate. Process Improvements and Adherence: • • Meet process SLAs / metrics – productivity and quality targets within the established timelines. • • Ensure process guidelines are followed and met as documented. • • Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions. • • Adhere to security practices set by organization. Project Control, Management and Review / Program delivery: • • Receive tickets/work on issues related to respective process. • • Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL. Customer Relationship Management: • • Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues. People/Team: • • Contribute to and participate proactively in knowledge sharing sessions. • • Participate and contribute to organizational activities. Personal Excellence: • • Record own attendance and time sheet related data. • • Complete mandatory training for self as identified. • • Align individual goals with team objectives (work cohesively with the team). Must Have Skills • Quality of Service • Online/Digital Marketing