Job Description:

• Understanding the product and policies to provide efficient resolution for enhanced customer experience 
• Work towards meeting and exceeding the targets provided as per the performance scorecard parameters/KPIs communicated e.g. CSAT, AHT, compliance. 
• To keep themselves up to date of any process updates by attending all briefing sessions/team huddles & online learning modules 
• To achieve monthly quality thresholds by adhering to compliance, reputation, and procedural parameters 
• To adhere to company policies and guidelines (HR policies, Administration guidelines, Workplace Floor Norms, Leave Policy, and Compliance policy etc) 
• To escalate issues and seek assistance from the Team Leader or Quality Analyst in case of customer queries and any other issue which needs to be attended.

Required Skills: 

• Great communication skills – Spoken (Versant Score 58) and written (Versant Score 55) in English 
• For Chat profile, typing speed would be min 35-40 WPM & accuracy @ 75%+ 
• For chat profile, experience in working in chat environment is must 
• Strong Interpersonal, Communication skills accompanied by Quick Comprehension & Clear Articulation 
• US Banking Experience is a must with overall voice experience to be min 12 Months 
• Should have knowledge of basic banking financials 
• Demonstrated Ability to Work Effectively Within a Team Environment 
• Demonstrated consultative experience, ability to influence, resourceful 
• Exceptional listening and relationship building skills 
• Demonstrated resiliency in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment 
• Creative problem-solving, eager to find customized solutions 12. Graduate & above

Location: Bengaluru

Annual Salary (CTC): INR 5-6 LPA

Shift Timing: Rotational shifts and rotational weekly offs

Experience: 6 Months

Qualification: Graduate

Banking experience is an add on for this role.

60% of versant score in English is must.