Description
Process Information :
A technology platform at the intersection of lifestyle and logistics that is revolutionizing the ways people connect with their cities around the world – by connecting users with a safe, reliable and seamless ride, and with unprecedented accountability and transparency built into the system. We process Non-Voice Transactions for our client with multiple regions across globe, that includes, NorthAm, LatAm, EMEA, and APAC.
Eligibility :
- All Comp Grade 11 game-changers who have spent 12 months in the current Comp Grade and 6 months in current process & vertical & have a Stacks score of 3 and above (where club isn’t defined) or should be in Platinum, Diamond, Gold performance club for two third of the last 12 months (basis stacks updated on the Performance Management Tool) - Applicable for accounts with 5-point stack ranking scale.
- All Comp Grade 11 game-changers who have spent 12 months in the current Comp Grade and 6 months in current process & vertical & have a Stacks score of 1 and above (where club isn’t defined) or should be in Platinum, Diamond, Gold performance club for two third of the last 12 months (basis stacks updated on the Performance Management Tool) - Applicable for accounts with 2-point stack ranking scale.
- All Comp Grade 11 (Support) game-changers who have spent 12 months in the current Comp Grade and 6 months in current process & vertical with Annual Performance Rating Criteria 3 and above, or Successful and above.
- All Comp Grade 10 game-changers who have spent 6 months in the current Comp Grade and 6 months in current process & function.
Eligibility for Tech Digital Game-changers :
- All Comp Grade T11 game-changers who have spent 12 months in the current comp grade and 6 months in current Function & Job Family with annual Performance Rating Criteria 3 and above (combinations of Successful & above)
- All Comp Grade T10 game-changers who have spent 6 months in the current Comp Grade and 6 months in current function & Job Family.
Key Responsibilities :
- High performance delivery on all quality parameters
- Audit chats/email interactions on Product/process, Communication, and soft skills parameters
- Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
- Data analysis and making designated reports/presentations
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Communicate to heighten awareness and focus on importance of positive customer experience
- Make recommendations and drive process improvement
- Reduce the learning curve and help enhance the product/process knowledge of new team members
- Ensure that internal policies, procedures and compliance regulations are being followed
- Customer/Client Interactions by using process knowledge and highlighting key areas to work on
- Prepare TNA, publish and execute for 100% closure
- Real Time Support (Production/Live Support) on the floor as per the business requirement
Desired Skills :
- Business and root cause analytical skills
- Skilled to improve team quality
- Ability to conduct transactional monitoring
- Effective feedback and coaching skills
- Awareness of compliance and controls audit
- Strong communication skills, both written and verbal
