Domain/Industry Knowledge – Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry
Process Knowledge – Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Applies the competency in all situations and is serves as a guide to others as well.
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization
Behavioral Competencies:
Project Management Skills
Analytical Skills
Execution Excellence
Passion for results
Stakeholder Management
Roles & Responsibilities:-
Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.
