Consultant

The job description outlines the responsibilities of a Consultant. The primary duties include adhering to quality standards, regulatory requirements, and company policies. The role focuses on ensuring a positive customer experience and high Customer Satisfaction (CSAT) through First Call Resolution and minimizing rejected resolutions or reopened cases. The consultant will also participate in creating proposals for Service Improvement Plans and independently resolve tickets, meeting agreed Service Level Agreements (SLAs) for ticket volume and time. Additionally, the role involves providing support for on-call escalations and Level 3 support, as well as incident and problem management. Value-adding activities such as knowledge base updates and management, training new hires, coaching analysts, and participating in hiring drives are also part of the responsibilities.