Qtrac Executive

Job Description

Candidate has to co-ordinate with Clients (Internal External) to validate their details and update the Escalation Portal accordingly. Mode of co-ordination with Clients - Emails and Phone calls. Sending daily morning report to senior management, showcasing the tasks in hand. Working on CRs given by client Checking daily target of ORSes and action them efficiently. Updating soft copies as per the implementation. Follow up with clients or with internal teams (if required) Responding to client queries on mail/Call. Follow up with clients of different CRs Changes in Manual escalation portal, used by internal team. checking production issues and ensuring quick resolution Co-ordinating with product team for any new requirements. Sharing RCA with client/Internal team regarding any complaint scenario Auditing JIRA/CRs actioned by other teammates. Raising Gitlabs for some new requirements to product team. Ensuring that applications are set to Production in Live environment without any delay. Should Guide and Coach new team members. Ensuring that SRs are checked and actioned on time for ICICI Bank. Closing SR after implementation also giving confirmation to clients on mail or on call. Sharing Call logs reports on weekly basis for various clients. e.g. Axis CIB, Indusind, ADCB Should ensure team is Sending daily EOD report to senior management, describing the scope of work completed by the team. KPIs Performance: Should have Decent Communication Skills Should be confident to converse with Clients Should be flexible with rotational shifts and week offs. Should have eager to learn new things. Right Attitude and Team Player. Should have Proactive approach. Organizational Process Adherence Timely Applying leaves Attendance Discipline Learning and Development Refresher Sessions LINQ certifications Email etiquettes session by LND Key Decision Pointers (capture any decision-making authority, if any): Analysis of error captured by automation Mandated Certifications in the role: Certification courses related to domain process Linked Career Roles Through learning and certifications, Internal Job Rotations available across the organization. Background: Education: B. Com/B.A. or equivalent graduates Work Experience: 0 to 1 Year Technical Domain Knowledge Behavioral/Soft Skills Effective communication skills and ability to articulate properly