Sr. Map Analyst QC

Job description: Must have: Excellent communication sklls, Drive continous improvements in projects, Good analytical thinking Strong execution skills; detail oriented. Willing to work in 24 by 7 environment Experience in the mapping and labeling space is preferred Qulaity understandimg and ability to work on error trends Analytical skills to provide process and policy imporvements Ideations to help imporve the current stats of the project. Good presentations skills and strong training skills Analytical skills to provide process and policy imporvements Ideations to help imporve the current stats of the project. Mapping knowledge is a plus but optional Management /MBA dree is a plus Responsibilities Improve processes in order to maintain efficiency, reduce cost Perform exploratory research,perform data analysis Finding and arranging behavioral , functional, non-functional training needs for the team Coordinate activities which enforce quality improvements Conduct weekly error deep dive or other in depth investigation by watching last videos, performing task data analysis etc Drive effifciency and initiatives as part of the process creation to imrpove both productivity and quality Perform RCA and drive CAPA for the process Analyse and interpret data to unearth weaknesses and problems, and comprehend the causes Develop proposals & present findings and suggestions to clients with justification with scenarios Assist the client in implementing the plan and resolve any occasional discrepancies Provide guidance for any occurring problems and issues Constantly montor the process and highlight any issues promptly with solutons Adshoc training support Analysing and proposing training requests Provide feedback to the labelers by performing erro analysis and trends Role Purpose The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs. Do Support process by managing transactions as per requiredquality standards Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue Update own availability in the RAVE system to ensureproductivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all clientqueries Resolve client queries as per the SLA’s defined in thecontract Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problems Maintain and update self-help documents for customers to speedup resolution time Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution Ensure all product information and disclosures are given toclients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional manner Maintain logs and records of all customer queries as per thestandard procedures and guidelines Accurately process and record all incoming call and email usingthe designated tracking software Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messagesappropriate to listeners and situations Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client Update job knowledge by participating in self learningopportunities and maintaining personal networks Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention Training Team Capability development Technical Lead Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. Expert Applies the competency in all situations and is serves as a guide toothers as well. Master Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization. Behavioral Competencies Collaborative working Problem solving and decision making Attention to Detail Execution Excellence Client (Internal) Centricity Effective Communication Deliver No. Performance Parameter Measure 1. Process No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback 2. Self- Management Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed GIS