Job Description

In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters. Maintaining accuracy in evaluating collections interactions is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to collections. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Basic Function

• Monitoring of transactions as per process guidelines
• Conduct call quality coaching to the associates

Essential Functions

• Providing event-based and frequency-based feedback.
• Collecting and analyzing trends and patterns
• Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
• Participating in team huddles and providing brief on Quality performance in the process.
• Brief new agents joining the process and explain how the quality functions operate in the process.
• Co-ordinate all process improvement initiatives.

Primary Internal Interactions

Below outlines the interactions within the company

• Work with the Process Management Team in coming up with initiatives to help improve associates and site performance.

Primary External Interactions

• Work with the client in ensuring that process updates are cascaded to the team in a timely manner.
• Calibrate with onshore stakeholders to alleviate variance in understanding process and customer requirements.

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities