Qureos Mentor

eClerx

<div>Job Description: Inbound Chat &ndash; Analyst
As a Customer Care Executive for the Inbound US Chat Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who reach out via chat with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.
Key Responsibilities:
<ul><li>Responding to incoming chats from customers in a professional and courteous manner.
</li><li>Engaging customers in conversation to understand their needs and concerns, and to provide accurate and timely information about products and services, pricing, and promotions.
</li><li>Proactively seeking opportunities to upsell and cross-sell products and services to customers.
</li><li>Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
</li><li>Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
</li><li>Meeting or exceeding individual and team sales targets. Upselling on every opportunity Chat.
</li><li>Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.
</li></ul>Requirements:
<ul><li>Excellent written communication skills in English.
</li><li>Previous experience in a customer service and sales role, preferably in a chat or online environment.
</li><li>Ability to multitask, prioritize, and manage time effectively.
</li><li>Strong problem-solving skills and the ability to think on your feet.
</li><li>Comfortable working in a fast-paced environment.
</li><li>Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
</li><li>Familiarity with basic computer skills and knowledge of CRM systems.
</li></ul>Education:
<ul><li>Bachelor's degree in any field is preferred.
</li></ul>If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling in a chat environment, we encourage you to apply for this exciting opportunity.</div>

Analyst

<div>Essential Duties and Responsibilities:
<div><ul><li>Regularly conducting thorough budget vs actual comparisons on a monthly basis
</li></ul><ul><li>Analyze financial data to identify trends, variances, and opportunities for improvement.
</li></ul><ul><li>Validating PO and PO approval
</li></ul><ul><li>Partner with cross-functional teams to gather relevant information for financial analysis.
</li></ul><ul><li>Prepare monthly financial reports and presentations for senior management.
</li></ul><ul><li>Identify and research variances to forecast, budget.
</li></ul><ul><li>Preparing prepaid entry and amortization schedule.
</li></ul><ul><li>Validating all accounting related journal postings &amp; accruals, including prepaid and reclasses
 </li></ul><ul><li>Effectively communicate with internal management and staff at various levels
 </li></ul><ul><li>Develop an understanding of the transactional flow through various systems to ensure accurate financial reporting.
 </li></ul><ul><li>Review and recommend improvements to processes that will enable more efficient financial operations.
 </li></ul><ul><li>Ad hoc reports and/or analysis as deemed necessary</li></ul></div></div>

Senior Process Manager

<div>Command Centre &amp; Experience Monitoring
Pune/Mumbai/Chandigarh | Full-time (FT)
Shift Timings: EMEA/US |Management Level: SA| Travel Requirements: NA
<div>The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. 
</div><div></div>Senior Analyst Roles and responsibilities:
<ul><li>Act as gatekeeper for Incident Queues &ndash; govern the queue flow
</li><li>Work with managers in streamlining &amp; optimizing incidents handling - improve repeat instance rate &amp; time for instance closure
</li><li>Work on different tools which will help to identify Customer experience monitoring
</li><li>Exposure to monitoring tools like Glassbox, Splunk, Dynatrace, Catchpoint etc. Monitoring traffic incoming-outgoing troubleshooting and reporting to stakeholders
</li><li>Conduct extensive quality check, pass feedback &amp; maintain repository which team can refer while execution of task
</li><li>Interact with client stakeholders to understand the customer impact and severity of issue
</li><li>Create report on daily and weekly basis on alerts observed on different dashboard
</li><li>Lead documentation on new projects by getting first hand trained on different activities &amp; pass refines / optimal knowledge to team
</li><li>Lead team on skill enhancement on monitoring, technical knowledge of environment &amp; incident / service request handling
</li></ul>Technical and Functional Skills:
<ul><li>Bachelor&rsquo;s Degree with 2 to 4 years of experience in Incident handling, forum / platform monitoring, incident / service request troubleshooting &amp; reporting. Strong platform monitoring &amp; troubleshooting knowledge is basic requirement.
</li><li>Application based server knowledge is must to handle troubleshooting
</li><li>Experience in synthetic monitoring (preferably e-commerce) &amp; application based server troubleshooting
</li><li>Exposure to ITSM modules. ITIL certification will be an added advantage
</li><li>Strong proficiency in MS Office, especially MS Excel and PPT
</li><li>Good written and verbal communication - should be good to interact with stakeholders
</li></ul>About eClerx
eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
About eClerx Digital
eClerx Digital is the trusted partner of choice to many of the world&rsquo;s largest global brands for creative production, e-commerce/web operations, and analytics and insights services. We help clients maximize the results of their digital activities across the customer journey. Global industry leaders partner with us to cost-effectively scale their digital activities by leveraging our highly skilled blended resource model.
To know more about us, visit https://eclerx.com eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.</div>

Senior Analyst

<div>
 
 
 Roles and responsibilities:
 
 
 <ul>
 <li>
 Experience working with AI SEO tools and also exposure to rank in AEO and GEO
 </li>
 <li>
 Track, report, and analyze website analytics
 </li>
 <li>
 Perform ongoing keyword discovery, expansion, and optimization
 </li>
 <li>
 Research and implement search engine optimization recommendations
 </li>
 <li>
 Research and analyze competitor advertising links
 </li>
 <li>
 Develop and implement link building strategy
 </li>
 <li>
 Work with the development team to ensure SEO best practices are properly implemented on newly developed code
 </li>
 <li>
 Work with editorial and marketing teams to drive SEO in content creation and content programming
 </li>
 <li>
 Recommend changes to website architecture, content, linking, and other factors to improve SEO positions for target keywords.
 </li>
 </ul>
 
 
 
 
 
 Technical and Functional Skills:
 
 
 <ul>
 <li>
 Graduate with a minimum of 3 to 4 years of proven experience in SEO
 </li>
 <li>
 Knowledge of ranking factors and search engine algorithms
 </li>
 <li>
 Up-to-date with the latest trends and best practices in SEO, AEO, GEO
 </li>
 </ul>
 
 
</div>

Search Engine Optimization Specialist

<div>
 
 About Us
 
 
 
 At eClerx, we serve some of the largest global companies &ndash; 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value
 
 
 
 About The Team
 
 
 
 eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
 
 
 eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
</div>

Process Manager - KYC

<div>
 
 Job Description
 
 
 
 Customer Operations - Process Manager
 
 
 India- Pune | Full-time (FT) | Customer Operations | Job ID_
 
 
 Shift Timings &ndash; Flexible 24x7 |Management Level &ndash; Manager
 
 
 Specialisation &ndash; International BPO,
 
 
 eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat/Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team.
 
 
 The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.
 
 
 He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.
 
 
 
 Customer Operations Process Manager Responsibilities
 
 
 
 <ul>
 <li>
 Prepares performance reports by collecting, analysing, and summarizing data and trends
 </li>
 <li>
 Ensure Critical Performance Metrics are met consistently
 </li>
 <li>
 Lead client/vendor reviews/calibrations
 </li>
 <li>
 Revert to client/vendor queries on routine issues
 </li>
 <li>
 Provide innovative ideas to optimize internal metrics &amp; ensure critical matrices are met timely
 </li>
 <li>
 Manage multiple teams
 </li>
 <li>
 Perform audits and quality checks on Team Leads &amp; Floor Supports
 </li>
 <li>
 Provide feedback to the Team Leads &amp; Floor Supports periodically on their performance
 </li>
 <li>
 Ensure cross skilling and periodic process re-verification to ensure resource pool
 </li>
 <li>
 Perform Training Need Identification for teams
 </li>
 <li>
 Perform Bottom Quartile Management
 </li>
 <li>
 Ensure directives from senior leadership are percolated and acted upon
 </li>
 <li>
 Hold periodic meetings, discuss task delegation and review issues
 </li>
 <li>
 Conduct team huddles and meetings to discuss operational updates
 </li>
 <li>
 Build team spirit through group sessions, activities, and projects
 </li>
 <li>
 Focus on retention of staff through career mapping &amp; guiding team members
 </li>
 <li>
 Advocate and follow organizational policies and procedures
 </li>
 <li>
 Adhere to the information security requirements
 </li>
 <li>
 Ensure all client deliverables met within timelines
 </li>
 <li>
 Ensure productivity/quality enhancement and process meet all metrics
 </li>
 <li>
 Remediation of any major incident
 </li>
 <li>
 Manage client MBR/QBR deck, client calls and reviews
 
 
 </li>
 </ul>
 
 Minimum Qualifications
 
 
 
 Overall experience of 6+ years and should be a graduate or post graduate in any specialisation
 
 
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Graduation in Computer Science, Computer Applications or related subjects
 
 
 </li>
 </ul>
 
 About The Team
 
 
 
 eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
 
 
 eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
</div>

Process Manager

<div>The candidate must have strong functional knowledge of the process area, with proven experience in risk management, compliance, and regulatory audits, combined with a commitment to process excellence and strong problem-solving skills. They should demonstrate strong analytical skills, an eye for detail, and a structured approach to identifying discrepancies and proposing effective solutions. Proactive and self-directed, the candidate consistently seeks opportunities for improvement, auditing processes, and implementing best practices. Excellent verbal and written communication skills are essential, along with the ability to clearly convey ideas and collaborate across teams. Additionally, they should possess excellent client communication and stakeholder management experience to effectively collaborate and build strong relationships.
Roles and responsibilities:
<ul><li>Adherence to compliance, risk, and regulatory guidelines to ensure adherence to standards and mitigate potential issues
</li><li>Drive process excellence across assigned projects by identifying gaps, suggesting improvements in process &amp; technology, and implementing best practices
</li><li>Create effective PowerPoint presentations and lead/present in client discussions on projects.
</li><li>Perform detailed data analysis to support decision-making, identify trends, and uncover areas for improvement.
</li>Communicate effectively with client &amp; stakeholders, providing regular project updates and managing expectations. 
<li>
</li></ul>Technical and Functional Skills:
<ul><li>Bachelor&rsquo;s Degree with 6 years of experience in understanding &amp; implementation of LEAN Six Sigma methodologies like DMAIC, DMADV (Six sigma green belt certified).
</li><li>Experience specifically from risk, compliance &amp; regulatory audits (not transactional audits) background
</li><li>Good understanding on CAN-SPAM &amp; GDPR .
</li><li>Excellent Communication &amp; Presentation Skills (written &amp; verbal).
</li><li>Excellent with creating Powerpoint presentations.
</li><li>Understanding of risk management and quality tools (FMEA, Fishbone, 7 QC Tools, MP tools).
</li><li>Strong interpersonal skills and a collaborative mindset.
</li><li>Proficiency in Microsoft Excel.
</li><li>Basic knowledge of SQL is good to have.</li></ul></div>

Join eClerx and explore 15   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

eClerx

ABOUT_COMPANY

Analyst

Senior Process Manager

Senior Analyst

Search Engine Optimization Specialist

Process Manager - KYC

Process Manager

Process Manager