Overview
Job Description - US CKC Operator
Responsibilities
* Verify and review information as per policy and guidelines.
* Follow all compliance and security measures relating to client data.
* Take action on process changes and updates and handle the same with proper research.
* Adhere to process quality metrics and strive to exceed the monthly/annual quality & productivity targets.
* Adhere to process norms and structure.
* Ability to gather information via outbound calls to businesses within specific country locations.
* Ability to work with a high degree of accuracy.
* Ability to multitask while ensuring quality.
* Support users by reviewing / summarizing / completing various types of requests
* Work with great attention to detail / content review
* Work in a rapidly changing environment
* Provide insights into cultural nuances relating to the US market in order to improve the product / services.
* Work closely with the client eng department to develop new use cases.
* Identify trends / anomalies specific to the US market sharing insights and analysis.
* Act as a POC to the client for the US market specific cultural nuances.
* Act as a country knowledge consultant for the client on US market related workflows.
* Manage the quality process, end to end, rating tasks related to the US market.
* Provide QC and captain's log support for the US specific tasks.
* Work with the trolicy department to develop policy for new US use cases.
* Utilize MS Excel to analyze and interpret data for content operations.
* Implement Generative AI technologies to enhance content creation and management processes.
* Apply voice technologies like STT and TTS to improve user interaction and content accessibility.
Application Criteria
* Excellent communication skills and fluency in US English.
* Customer service experience in the US market.
* Excellent attendance record
* Excellent timekeeping
* Ability to work rotating shift patterns over 7 days
* Ability to handle multiple tasks simultaneously
* Exhibit excellent analytical and problem-solving skills.
* Display strong communication and collaboration abilities.
* Be detail-oriented with a focus on delivering high-quality work.
* Have the ability to adapt to new technologies and tools quickly.
* Show a proactive approach to learning and professional development.
* Sense of ownership and pride in your performance and its impact on the team.
* Experience in data analysis and reports (not mandatory)
* Strong Team player
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