Associate II - BPM

The Voice and Data Associate role in Trivandrum requires you to efficiently handle customer support calls and process transactions following standard operating procedures. Your primary responsibility is to ensure adherence to Service Level Agreements (SLAs) set by the client in terms of quality, productivity, and schedule. You will be expected to analyze, enter, and verify data accurately while responding to customer calls and updating workflows accordingly. It is essential to stay updated on client processes and product updates to ensure compliance. Additionally, you will assist new team members in understanding the processes and be prepared to handle higher complexity tasks. Your key outcomes will include achieving 100% adherence to quality standards, turnaround time for responses, completion of mandatory training requirements, and SLAs. You must also focus on fixing issues, completing tasks error-free, and providing necessary training to new joiners within agreed timelines. In your role, you will be responsible for processing data transactions, handling customer support calls, resolving issues, and completing after-call work efficiently. You will also need to perform quality control, create reports, prepare spreadsheets, and ensure compliance with project-related reporting standards. Collaboration with different teams for quick issue resolution and adherence to defined processes are vital aspects of your responsibilities. The ideal candidate for this position will possess excellent customer focus, attention to detail, teamwork, and communication skills. You should have the ability to make rule-based decisions, follow SOPs, and escalate issues within defined SLAs. Proficiency in Microsoft Office tools, strong analytical abilities, and willingness to learn new skills are also essential for this role. If you have 2 to 5 years of experience and are looking for a challenging opportunity in a fast-paced BPO environment, this role might be the right fit for you. You will be expected to work night shifts to align with global operations and maintain 5 days in-office attendance. Demonstrating UST's core values of humility, humanity, and integrity will be crucial in all your interactions and tasks. UST is a leading global digital transformation solutions provider, partnering with clients to drive innovation and agility in their organizations. With a strong focus on technology and people, UST aims to make a real impact through transformation, touching billions of lives in the process.,