Associate Consultant
Job Summary
Job Description
The Associate Consultant role involves managing L1 and L2 governance, reporting, and communication within a centralized technical program. Responsibilities include adhering to quality standards, regulatory requirements, and company policies. The consultant will ensure positive customer experiences and CSAT by aiming for First Call Resolution and minimizing rejected resolutions. They will also contribute to creating service improvement plans, independently resolving tickets, and meeting Service Level Agreements (SLAs). The role involves providing support for on-call escalations and incident and problem management. Other tasks include knowledge base updates, training new hires, coaching analysts, and participating in hiring processes.
Must have:
- Adhere to quality standards, regulations, and company policies.
- Ensure positive customer experience and CSAT.
- Resolve tickets independently and meet SLAs.
- Provide support for on-call escalations and incident management.
Job Details
Job description:
Centralized Technical Program Manager to manage L1, L2 Governance, reporting and communication
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations /L3 level support and doing incident & problem management
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
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