Assistant Manager - Quality Excellence
EXL·Uttar Pradesh
- Can I apply
- Open to any education · Mid level
- Pay
- Pay not stated
- Source
- From the company's careers page · yesterday
- How to apply
- On EXL's site (Oracle): account needed, ~10–15 min
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About the role
To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
What you'll do
- Provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed…
- Adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases
- Maintain high login Efficiency (Availability) for customers
- Update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff…
What you need
- 3–6 years in data & business analytics
- Any graduate
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