{"id":37128,"date":"2024-06-11T11:43:49","date_gmt":"2024-06-11T11:43:49","guid":{"rendered":"https:\/\/staging.spotgiraffe.com\/?post_type=job_listing&p=37128"},"modified":"2024-12-14T06:44:19","modified_gmt":"2024-12-14T06:44:19","slug":"associate-i-bpm-vacancy-at-ust","status":"publish","type":"job_listing","link":"https:\/\/staging.spotgiraffe.com\/?job_listing=associate-i-bpm-vacancy-at-ust","title":{"rendered":"Associate I – BPM"},"content":{"rendered":"

About the job<\/h2>\n

Role Description of Associate I \u2013 BPM<\/strong><\/h3>\n

\n<\/strong>Role Proficiency: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.rnA 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.<\/p>\n

Outcomes<\/strong><\/p>\n

Acts under continuous guidance and support to achieve the following:<\/p>\n

    \n
  • Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence.<\/li>\n
  • Data: Enter and verify data; follow the SOP to ensure completion of tasks<\/li>\n
  • Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed per directions.<\/li>\n
  • Should be aware of any clients process product and updates and ensure 100% compliance towards the same.<\/li>\n
  • Address any problems with the supervisor \/QA to ensure maximum productivity and efficiency.<\/li>\n
  • Take steps to improve performance based on coaching.<\/li>\n<\/ul>\n

    Measures Of Outcomes
    \n<\/strong><\/p>\n

      \n
    • 100% Adherence to quality standards<\/li>\n
    • Adherence to turnaround time for response and resolution<\/li>\n
    • Completion of all mandatory training requirements<\/li>\n
    • 100% adherence to process and standards<\/li>\n
    • 100% adherence to SLAs where applicable<\/li>\n
    • Number of issues fixed\/tasks completed<\/li>\n
    • Number of non-compliance issues with respect to SOP<\/li>\n<\/ul>\n

      Outputs Expected<\/strong><\/p>\n

        \n
      • Processing transactions assigned as per SOPs
        \n<\/strong><\/li>\n
      • Handle customer support calls resolve issues and complete after-call work
        \n<\/strong><\/li>\n
      • Identifies analyses and solves the incidents\/tickets.
        \n<\/strong><\/li>\n
      • Attends one on one need-based domain\/project\/technical trainings as needed
        \n<\/strong><\/li>\n
      • Escalate problems to appropriate individuals\/support team based on established guidelines and procedures.
        \n<\/strong><\/li>\n
      • Monitors progress of requests for support and ensures users and other interested parties are kept informed.
        \n<\/strong><\/li>\n
      • Report status of tasks assigned comply with project related reporting standards\/process<\/li>\n
      • Consume project related documents share point libraries and client universities<\/li>\n
      • Adhere to release management process<\/li>\n<\/ul>\n

        Skill Examples
        \n<\/strong><\/p>\n

          \n
        • 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.<\/li>\n
        • Attention to detail to ensure SOPs are followed and mistakes are not knowingly made<\/li>\n
        • Team Work: Respect others and work well within the team.<\/li>\n
        • Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)<\/li>\n
        • Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)<\/li>\n
        • Willingness and ability to learn new skills domain knowledge etc.<\/li>\n
        • Frontline resource \u2013 Voice\/Backoffice\/Testing<\/li>\n<\/ul>\n

          Knowledge Examples
          \n<\/strong><\/p>\n

            \n
          • Familiar with Windows Operating Systems MS Word MS Excel etc.<\/li>\n
          • English comprehension \u2013 Reading Writing and Speaking<\/li>\n
          • Basic domain knowledge if possible<\/li>\n
          • Experience level \u2013 Less than 2 years<\/li>\n<\/ul>\n<\/div>\n","protected":false},"author":24,"featured_media":35015,"template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"_promoted":"","_job_location":"kochi","_application":"hire@finprov.com","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[973],"job-types":[3],"job_listing_career_level":[64],"job_listing_experience":[289],"job_listing_qualification":[199,258],"job_listing_tag":[],"class_list":["post-37128","job_listing","type-job_listing","status-publish","has-post-thumbnail","hentry","job_listing_category-associate","job_listing_type-part-time","job_listing_career_level-entry-level","job_listing_experience-0-3-years","job_listing_qualification-bcom","job_listing_qualification-mcom","job-type-part-time"],"_links":{"self":[{"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=\/wp\/v2\/job-listings\/37128","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=\/wp\/v2\/users\/24"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=\/wp\/v2\/media\/35015"}],"wp:attachment":[{"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=37128"}],"wp:term":[{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=%2Fwp%2Fv2%2Fjob-categories&post=37128"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=%2Fwp%2Fv2%2Fjob-types&post=37128"},{"taxonomy":"job_listing_career_level","embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=%2Fwp%2Fv2%2Fjob_listing_career_level&post=37128"},{"taxonomy":"job_listing_experience","embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=%2Fwp%2Fv2%2Fjob_listing_experience&post=37128"},{"taxonomy":"job_listing_qualification","embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=%2Fwp%2Fv2%2Fjob_listing_qualification&post=37128"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/staging.spotgiraffe.com\/index.php?rest_route=%2Fwp%2Fv2%2Fjob_listing_tag&post=37128"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}