Transaction Processing Analyts (ASR)

Job description

OVERALL PURPOSE OF JOB

The responsibility roles is to assist the manager performing quality control checks, trainings and acting as process expert.

Focusing on obtain the metrics, SLAs and goals of the Transcription Services. The role will also conduct periodic coaching sessions, performance evaluations of his her team members.

Aside from managing operations, s he is also responsible in doing Quality audits, training and policy lead roles.

Desired profile

Qualifications :

DUTIES AND RESPONSIBILITIES

Identify improvement opportunities in process, and or team structure and suggest solutions
Identify opportunities to improve user experience and communicate to delivery lead and client teams
Ensure quality of the process by regular coaching to the team members
Train about the process to the new team joiners.
Serve as SME and process expert

Working Conditions

Moderate to no travel depending on project involvement
Client holidays are observed instead of local holidays.
Cyclical work shift including work hours at night
Overtime may be required

KEY QUALIFICATIONS SKILLS

3 years of working experience, preferably with 2 years of domain knowledge on customer service agents
Proven ability to lead a team
Excellent oral and written communication skills.
Desired Quality Assurance experience auditing experience
Passion for learning and creative problem solving.
Strong computer applications skills i.e Office and related programs
Analytical skills.
Desired intermediate written and spoken English communication skills Flexibility to work straight night shift and overtime or swing shift.

Nice to have

Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
Adaptable to learn new processes, concepts, and skills.
Demonstrates the ability to work as part of a team adding positive attitude and business focus
Ability to motivate teams and maintain teams business focus
Ability to work in a fast paced work environment
Enjoying challenging opportunities
Very good communication listening skills
Ability to communicate in a dynamic environment throughout all management levels
Ability to solve urgent matters and work under pressure
Reliable, proactive approach to entrusted tasks
Client industry experience is a plus Prior exposure to team coordination activities