Job Description

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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.
Outcomes:
Acts under continuous guidance and support 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: Enter and verify data; follow the SOP to ensure completion of tasks
• Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed per directions.
• Should be aware of any clients process product and updates and ensure 100% compliance towards the same.
• Address any problems with the supervisor /QA to ensure maximum productivity and efficiency.
• Take steps to improve performance based on coaching.

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/tasks completed
• Number of non-compliance issues with respect to SOP

Outputs Expected: Processing Data: * Processing transactions assigned as per SOPs
Handling calls Voice: * Handle customer support calls
resolve issues and complete after-call work
Issue Resolution: * Identifies
analyses and solves the incidents/tickets.
Training: * Attends one on one need-based domain/project/technical trainings as needed
Escalation: * Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
Monitoring: * Monitors progress of requests for support and ensures users and other interested parties are kept informed.
Status Reporting: * Report status of tasks assigned
comply with project related reporting standards/process
Manage knowledge: * Consume project related documents
share point
libraries and client universities
Release: * Adhere to release management process
Skill Examples: * 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.

• 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)
• Willingness and ability to learn new skills domain knowledge etc.
• Frontline resource - Voice/Backoffice/Testing

Knowledge Examples: * Familiar with Windows Operating Systems MS Word MS Excel etc.

• English comprehension - Reading Writing and Speaking
• Basic domain knowledge if possible
• Experience level - Less than 2 years

Additional Comments:
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. Outcomes: Acts under continuous guidance and support 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: Enter and verify data; follow the SOP to ensure completion of tasks Should be aware of any clients process product and updates and ensure 100% compliance towards the same. Address any problems with the supervisor /QA to ensure maximum productivity and efficiency. Strong communication skills required.
Skills:
Tally Accounting,Bank Reconciliation Statement,Bpo
About 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.

Skills Required