Specialist/Associate Analysis & Development

The ideal candidate should

• Hold a relevant Masters or Bachelors degree
• Have a minimum of 2 years of relevant working experience

Job Description

• Communicate with other departments on day to day issues
• Identify and highlight performance gaps and areas of improvement
• Ensure standardized flow of all information across various channels
• Design, deploy & document core processes for all products & services across CC channels
• Manage knowledge base for customer care representatives and assist in updating all relevant information
• Define, roll out and monitor and review standardized parameters to measure Quality of Service across all CC Channels
• Manage change via process evaluations and process re-engineering to ensure standardization & alignment across all CC Channels
• Support training and development functions while analysing training needs, developing standardized training modules and rolling out conduct across all regions

Essential Skills

• Should have strong customer focus
• Should have excellent analytical skills
• Should have strong presentation skills
• Should posses good problem solving skills
• Should have strong knowledge of numerics
• Should have sound knowledge of processes
• Should have strong command over MS Office tools especially MS Word, MS Excel, & Power Point

Desirable Skills

• Should be self motivated
• Should be a valuable team player
• Should possess interpersonal skills
• Should have excellent communication (written and oral) skill