Job Description

Job Title: Process Associate
Req Id: 98277
City: Kolkata
State/Province: West Bengal
Posting Start Date: 10/10/25
Voice background, US Healthcare provider background


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Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Candidates should have Excellent English Communication Skills and Excellent Typing skills.


Desired candidate Profile :


H.Sc / Graduate freshers with good communication.


US healthcare Exp will be an advantage.


Knowledge of basic computer operations.


Willingness to work in the late evening and night shifts.


Courteous with strong customer service orientation.


Good listening and speaking skills.


Typing speed 30/90%


SVAR test mandatory.


Work from office only.

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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

+ Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
+ Assist clients with navigating around product menus and facilitate better understanding of product features
+ Troubleshoot all client queries in a user-friendly, courteous and professional manner
+ Maintain logs and records of all customer queries as per the standard procedures and guidelines
+ Accurately process and record all incoming call and email using the designated tracking software
+ Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
+ Organize ideas and effectively communicate oral messages appropriate to listeners and situations
+ Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

+ Undertake product trainings to stay current with product features, changes and updates
+ Enroll in product specific and any other trainings per client requirements/recommendations
+ Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
+ Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No

Performance Parameter

Measure

1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback


2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed



Voice background, US Healthcare provider background