Job title: Associate II – BPM
Company: UST
Job description: Job Description: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 SLAsOutcomes:Acts under very minimal guidance to achieve the following:
Measures of Outcomes: * 100% Adherence to quality standards
Outputs Expected: Processing Data: * Processing transactions assigned as per SOPsHandling calls Voice: * Handle customer support callsresolve 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 requiredReporting: * Create reportsprepare spreadsheets of daily transactions
data entry in software/tool * Report status of tasks assignedcomplying with project related reporting standards and process
Productivity: * Completion of tasks with zero errors.
Issue Resolution: * Identifiesanalyses 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.
Escalation: * Escalate problems to appropriate individuals and support team based on established guidelines and procedures.Manage knowledge: * Consume project related documentsshare point
libraries and client universities
Communication: * Share status update to the respective stakeholders and within the teamCollaboration: * Collaborate with different towers of delivery for quick resolution (within SLA); document learnings for self-reference.
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.
Knowledge Examples: * Familiar with Windows Operating Systems MS Word MS Excel.
Additional Comments: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.Skills:Management,Team Leading,Sla ManagementAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
Expected salary:
Location: Bayan Lepas, Pulau Pinang
Job date: Tue, 18 Mar 2025 05:04:50 GMT
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