Associate II - BPM

Overview

Role 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. A 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 (SLA) specifications 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 workfl...