0-12Months previous experience on any call center environment. Please refer to the job advert for further information.

Process Analyst – Customer Service Agent

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
 
If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role &Responsibilities  
 
We are on the lookout for Process Analyst  that is passionate, curious, and resilient, wanting to make a real impact in the BPO industry. As a part of Process Analyst Team, you should be ready to learn and work with Customers on Prebilling Operations. A Process Analyst will be focused on....

  • To validate candidate’s records uploaded under “check-in” process
  • To give directions to the candidates at the time of greeting like to adjust their workspace or asking candidates to take the photographs again
  • To supervise candidates during the testing session using video streaming and a remote administration console.
  • To monitor for any suspicious or noteworthy activity, and communicate with candidates if needed.
  • To make sure that the candidates are following all testing policies and are not risking exam security.
  • Responsible for assisting candidates with technical issues and reporting candidate incidents to the Program Coordinator team via Case
  • To revoke or terminate the exam in case candidates are not following all test security policies as stipulated by client.
  • Implementing feedback given during monitoring sessions by PICs / Team Leads
  • Appropriate documentation on client CRM
  • Ensuring data security - proprietary data of customers
  • Meeting SLAs & maintaining Quality Standards

Qualifications & Experience
 
Minimum Requirements
  • Demonstrated strong critical thinking, problem solving and analytical skills.
  • Effective at managing multiple priorities with attention to detail, accomplishing tasks by considering all areas
  • Team & action oriented self-starter, respects diversity and opinions while cooperating with all for the sake of common goal.
  • Ability to work in a fast paced environment and be able to project a positive attitude and flexible nature.
  • Strong process improvement advocate with leadership skills that will help working with partner teams.
  • Flexibility and adaptability when dealing with changing business needs, work responsibilities, and procedures.
  • Organization and time management skills, capable of identifying critical tasks and prioritizes in logical order to ensure everything is taken care of in a timely manner.
  • Establishes courses of action for self and others to ensure that work is completed efficiently.
  • Reporting and analysis background is critical for the creation of supporting data.

Desired Qualifications:
  • Customer Service oriented.
  • 0-12Months previous experience on any call center environment.

Work Hours
  • Team coverage hours are 7am-4pm US Central Time. Ability to work within those hours is required.
  • Available to work overtime on evenings and Saturdays as needed.
  • Ability to work US and Local company holidays as business needs dictate.
 
How You’ll Grow
At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.
 
Why Us
  • We are one of the fastest growing large tech companies with offices in 52+ countries across the globe and 211,000 employees
  • Our company is extremely diverse with representation of 165 nationalities
  • We offer the opportunity to work with colleagues across the globe
  • We offer a virtual-first work environment, promoting a good work-life balance and flexibility
  • We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark
  • We offer comprehensive benefits for all employees  
  • We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect
 
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

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