Job Summary
The SME-CHD & Troubleshooting role is pivotal in ensuring seamless operations within the ISV and Hi-Tech domains. With a hybrid work model and day shifts the candidate will leverage their expertise in English communication to troubleshoot and resolve complex technical issues. This role requires a proactive approach to problem-solving and a commitment to enhancing system efficiency.
Responsibilities
Should have great communication skills have an eye for detail and analytic mindset
Audit and assess agentassociates performance based on certain predefined parameterschecklist on a random sample picked for audit in an unbiased manner
Evaluatescore each transaction and provide DPO Defects per Opportunity or DPU Defects per Unit score to the agentassociate
Mentor and Counsel the associate on the areas of improvement Ability to resolve conflicts from QA standpoint and passionate about helping others achieve results
Work with the associates in improving their performance and reduce the errors
Work with low performers and suggest additional training needs
Conduct QA awareness sessions to the new joiners
Position may have up to 80 phone time depending on volumes and business needs