Job Summary:
The Process Associate in an International BPO/KPO is responsible for handling global client processes, including customer support, technical support, or knowledge-based services. The role involves interacting with international customers, ensuring high-quality service delivery, and meeting performance targets.

Key Responsibilities:1. Customer Interaction / Process Handling
- Resolve customer queries efficiently and professionally.
- Provide accurate information about products/services.

2. Service Quality & Compliance
- Adhere to defined process guidelines and quality standards.
- Ensure compliance with client SLAs and company policies.
- Maintain confidentiality and data security.

3. Issue Resolution
- Identify customer issues and provide appropriate solutions.
- Escalate complex cases to higher support levels when required.
- Ensure first-call resolution wherever possible.

4. Documentation & Reporting
- Maintain records of customer interactions in CRM tools.
- Update tickets, logs, and reports accurately.
- Meet documentation standards for audits.

5.



Performance Targets
- Achieve KPIs such as AHT (Average Handling Time), CSAT, and quality scores.
- Meet productivity and efficiency benchmarks.

6. Knowledge Management (KPO-specific)
- Conduct research, data analysis, or domain-specific tasks.
- Prepare reports, presentations, or insights for clients.
- Support business decision-making processes.

Key Performance Indicators (KPIs):
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Quality Score / Audit Score
- Productivity metrics

Qualifications & Experience:
- Education: Graduate (any discipline)
- Experience: 0-4 years (freshers with valuable communication skills can apply)

Skills Required:
- Excellent verbal and written communication (English mandatory)
- Strong listening and problem-solving skills
- Basic computer knowledge (MS Office, CRM tools)
- Ability to work in night/rotational shifts
- Customer-cen

📌 International Bpo/kpo (Nashik)
🏢 QTONET PRIVATE
📍 Nashik