Purpose of the Role
Executes transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the Process Executives, support the Team Lead in training, daily reviews and escalation resolution with the objective to meet SLA targets for the specific process within the guidelines, policies and norms of Infosys
Responsabilities:
- Conducts training for the team in order to ensure right skilling
- Support the TL by training people on process / domain as part of the growth plan in order to ensure high E-Sat
- Executes transaction processing in order to meet quality standards.
- Conducts QC /QA programs as part of the quality plan in order to ensure adherence to process steps
- Handles / helps resolve escalations at the process level in order to ensure high customer service satisfaction
- Reviews and validates the inputs from PEs and creates case studies /FAQs in order to capture tacit knowledge
- Participate in the ideation process and produces the documentation and trains the team on the reengineered process in order to meet client and internal commitments on a continuous basis
Want more jobs like this?
Get Science and Engineering jobs in Santa Ana, Costa Rica delivered to your inbox every week.
- Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
- At least 2 years of relevant experience.
- 2 years of BPO experience; ideally from within the process with about 12-18 month of working knowledge on the process
- Background in providing L1 and L1.5 support in the Windows operating system
- Ability to work on own with direction
- Experience with Teams, MS Office Apps and similar software applications helpful.
- At least 2 years of experience in IT, or IT Helpdesk
Note: Applicants for employment in Costa Rica must possess work authorization which does not require sponsorship by the employer for a visa.
Work Model
This role is based out of Santa Ana, San José and 100% on site
About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 57,694 employees from 111 nationalities, as of March, 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.