Lead Assistant Manager _SA_Cape_Town_C76 - Cape Town Region
EXL
JOB DESCRIPTION Performance parameters Acquiring expertise on different document type (ID/DL/Passport/Visaetc.) for more than 200 countries To check and verify customers' credentials and feed them correctly in database To identify and highlight fraudulent/fake/forged documents To meet Service Level Agreement, AHT and quality targets To report any bug or issue in CRM Participate in ideation workshop and share improvement ideas Adaptable to learn new document type, process, concept and skills Ensure adherence to process guidelines as per agreed quality standard on all SOPs Ensure that the assigned targets are achieved as per agreed SLA Ensure adherence to Company Policies and Procedures Should be flexible to work in a 24/7 environment Customer Satisfaction - as per agreed Key Success Factors. Process performance - as per agreed KSFs. Attrition - as per agreed KSFs. Quality and productivity Improvement Level of subject matter expertise - To be able to support team queries QUALIFICATIONS Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education. JOB DESCRIPTION Performance parameters Acquiring expertise on different document type (ID/DL/Passport/Visaetc.) for more than 200 countries To check and verify customers' credentials and feed them correctly in database To identify and highlight fraudulent/fake/forged documents To meet Service Level Agreement, AHT and quality targets To report any bug or issue in CRM Participate in ideation workshop and share improvement ideas Adaptable to learn new document type, process, concept and skills Ensure adherence to process guidelines as per agreed quality standard on all SOPs Ensure that the assigned targets are achieved as per agreed SLA Ensure adherence to Company Policies and Procedures Should be flexible to work in a 24/7 environment Customer Satisfaction - as per agreed Key Success Factors. Process performance - as per agreed KSFs. Attrition - as per agreed KSFs. Quality and productivity Improvement Level of subject matter expertise - To be able to support team queries QUALIFICATIONS Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
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