Job Description:

General Summary This Subject Matter Expert (SME) position is to Handle Queries raised by the team members while processing leads or processing a task Provide details of the errors and the root cause analysis to the team leaders Manage the team in the absence of the TL, with the consultation of the Manager

Principal Duties and Responsibilities Process Quality Check the task and leads of all the sub-process in the process
Capture all Internal and External errors
Understand the changes / updates from Onshore and communicate the same to the team members
Measure and review performance of the team and provide one to one feedback to ensure high quality and accuracy
Providing effective training and refreshers of the various modules as per the training plan to new joiners
Measure and improve quality of the process by implementing Process Improvement Plans on a periodic basis
Arranging and attending conference calls on Quality & Processing activities with US counterparts to understand their expectations
Provide feedbacks about the errors to the team by taking a refresher session
Handle queries and escalations for the team members
Prepare periodic MI Reports like Quality Dashboard, Competent Staff, Root Cause Analysis and Action Plans for the improving the health of the process
Monitor workflow to plan work schedule as per the TAT and SLA as agreed with Clients

New Joinees Training New joinees training Material has to updated as and when required
To develop training plans for new joinees, assign trainer to them and also make sure that the plan is executed as expected
Initiate and maintain cross training in process, keeping in mind the work volumes and the spikes of volumes and the capabilities of team members
Prepare evaluations tests papers, conduct assessments and evaluate trainees and give detailed feedback
Maintain Query trackers and analyze on monthly basis
Maintain required documents (SOP) and reports (Skill metrics)

Knowledge, Skills and Abilities Required Prior experience in the BPO for 2 years in the similar field
Excellent communication skills
Qualification Minimum Graduate or equivalent (Degree)
Good command over MS office Word PowerPoint and basic Excel Command over advance excel is preferred

Physical Demands of the Job The position is moderately stressful requiring high levels of concentration & working in shifts The candidate should be able to deal with uncooperative or difficult individuals in a professional, calm, courteous manner

Working Conditions Ability to work extended hours if necessary

The above declarations are not intended to an all inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to the job Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Internet/Dot com/ISP
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 18th Apr 2020

Key Skills:

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