Long Term Contract
- To adhere to quality standards, regulatory requirements and company policies
- To provide support for on call escalations and doing incident & problem management
- To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.