FAQs
What is the primary purpose of this Analyst role?
The primary purpose of this role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
What kind of queries should Analysts handle?
Analysts should handle all incoming help requests from clients via telephone and/or emails, documenting user identification information and resolving queries according to defined service agreements.
What are the key responsibilities associated with the Analyst position?
Key responsibilities include managing transactions to meet quality standards, diagnosing and troubleshooting client queries, maintaining logs and records of customer interactions, and escalating issues when necessary.
How does the Analyst ensure compliance with service agreements?
The Analyst ensures compliance by following standard processes and procedures to resolve all client queries and providing all necessary product information to clients before and after interactions.
What training opportunities are available for this role?
Analysts can enroll in product-specific and other training opportunities as per client recommendations, and are encouraged to partner with team leaders to identify learning needs.
How is performance measured for Analysts?
Performance is measured by the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, and customer feedback scores.
What are the essential skills required for this Analyst position?
Essential skills include process knowledge, collaborative working, problem solving, attention to detail, execution excellence, client-centricity, and effective communication.
Who are the key internal stakeholders that Analysts interact with?
Key internal stakeholders include Team Leaders, HR, the Training Team, and the Technical Lead, primarily for performance reviews, training, and issue resolution.
How does the Analyst contribute to customer service excellence?
The Analyst contributes by providing timely and effective product support, troubleshooting client queries courteously, and offering alternative solutions to retain clients’ business.
What tools and systems should Analysts be familiar with?
Analysts should be knowledgeable about the assigned processes, tools, and systems relevant to their role to effectively manage transactions and support clients.