Process Associate

Key Responsibilities:

• Receive and respond to calls, emails, and feedback within defined SLAs
  
• Categorize and label requests based on SOP (Type and Criticality)
  
• Document all communication and actions in the internal system as per SOP
  
• Perform Root Cause Analysis (RCA) and break down the issue into actionable points
  
• Coordinate with internal teams or owners to resolve issues
  
• Provide employees with effective and timely solutions
  
• Monitor resolution status if needed before closing the ticket
  
• Maintain quality and compliance during every interaction
  
• Participate in real-time call quality assessments
  

Key Skills Required:

• Good verbal and written communication skills (English)
  
• Basic problem-solving and analytical thinking
  
• Ability to follow SOPs and document actions accurately
  
• Customer-focused mindset and patience in handling queries
  
• Basic MS Office and email handling skills
  
• Willingness to work in rotational shifts
  

Eligibility:

• Freshers and candidates with up to 2 years of experience are welcome
  
• Graduate in any stream (preferably B.Com, BBA, BA, or B.Sc.)
  
• Immediate joiners preferred