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Lead Associate

Keywords / Skills : Lead Associate, bpo, Subject Matter Expert

2 - 4 years
Posted: 2018-08-21

Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Other Customer Service/ Call Center - lead Associate
Education
Any graduate
Posted On
21st Aug 2018
Job Description
Ensure that the required product & process knowledge/skills are acquired within set timelines

 Ensure that all required processing/checking licenses are acquired within set timelines

 Ensure appropriate number of Quality Audits on completed cases are conducted on a timely

basis and assist in maintaining the team quality as per Quality Framework

 Ensure root cause analysis with corrective and preventions actions done on customer

complaints

 Ensure process training and accreditation for new joiners/existing team members are

conducted as per training calendar/recruitment/requirement

 Ensure training material is regularly reviewed and updated as applicable

 Regular Analysis of Queries/Quality errors to identify trends and bridge gaps and increase

scope of processes

 Audit work streams to ensure compliance with process and quality standards & internal and

external regulations;

 Conduct calibration calls with the client to understand expectations, provide feedback and

reports and resolve queries or escalations

About Company

www.wns.com
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