Solution Delivery Analyst

Job Description

Role Purpose

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.

1. Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting
2. Acknowledge client cases as per the SLAs defined in the contract
3. Access client tool and log all incoming client cases accurately on the internal tool as per contract
4. Accurately document all pertinent case information such as case number, case type, etc. of daily cases received
5. Follow standard processes and procedures to track and prioritize all client cases
6. Accurately update the internal tool with daily cases and forward the same to respective agents and QAs
7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization
8. Maintain and timely update internal tool for agents to speed up response time
9. Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution
10. Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis
11. Monitor compliance with service agreements to avoid legal challenges
12. Share recorded case logs and status reports with clients and supervisors on a daily basis
13. Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines
14. Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool
15. Develop deep understanding and use of client tool to effectively perform day today duties
16. Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract
17. Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received
18. Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client
19. Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases
20. Maintain logs and records of all client cases as per the standard procedures and guidelines
21. Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases
22. Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting
23. Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
24. Maintain tracker of all cases received along with the allocation information for reporting purposes
25. Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client
26. Maintain and share the resolution status report with supervisor and client on a daily basis
27. Share the hourly productivity update report with supervisors and clients on a daily basis
28. Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.
29. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs
30. Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance
31. Liaise between the client and internal teams on escalations of serious issues and unique queries
32. Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations
33. Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case

Build capability to ensure operational excellence and maintain superior customer service levels for the existing client

Undertake trainings to stay current with any new features, changes and updates on client tool

Enroll in product specific and any other trainings per client requirements/recommendations

Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently

Identifying and document most common problems and recommend appropriate changes to the team leader