Rijo Varghese

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

# Youtube Content Reviewer.

# Categorization and monetization of the youtube channels, enforcing the policies of Youtube Trust and Safety guidelines and community guidelines.

# Review all the videos of the channel and specifying the video content present in the platform.

# Took care of sensitive intentional based contents, protecting abuse, sensational spamming and phishing content.

# Rectifying the flagged comments reported by the user and taking step according to the guidelines.

# Maintaining compliance, TAT, SLA adherence throughout the tenure

# Monitoring the the youtube user account, observing their intentions, the videos posted by them appropriate tags and labels and categories them.