Infosys Recruitment Drive for Freshers/Exp as Process Executive

Designation: Process Executive

Career Stream : BPO Operations

Date & Venue: 26th & 27th May 2014,Calicut University Campus

Purpose of the Role

Executes transactions as per prescribed guidelines and timelines and follows all predefined procedures WITH THE OBJECTIVE to meet SLA target and to ensure that the performance parameters are met and exceeded WITHIN the  guidelines, policies and norms of Infosys


 Educational Qualification* and Experience Requirements

Educational Qualification*	Engineering Graduate	CA / Tier MBA*	Non Engineering Graduate	PhD
Minimum No. of Years	NA	NA	0-1 years exp	NA

*Categorized based on Infosys recognized list of colleges and courses 

For Higher Proficiency

Educational Qualification*	Engineering Graduate	CA / Tier MBA*	Non Engineering Graduate	PhD
Minimum No. of Years	NA	NA	NA	NA

Criteria for Proficiency Level 2

Minimum Experience:    Min 1 year as PE.                                                                        
Knowledge: Proficient in generic domain knowledge i.e. the basic principles from a functional /business perspective e.g. Basics of Accounting, Procurement, Telecom etc.                                                                                              
Additional Tasks: Provides Support to TL in engagement activities like training, Logistics, Acting as Spoc,etc.

Areas of Responsibility

1. SLA Compliance:

In a data process - Executes transactions as per prescribed guidelines and timelines such as verifying documents, processing bills, analysis of data, responding to complaints/queries on mail, interacting with vendors for order management depending on the process (the nature of the transaction would depend on the process) IN ORDER TO meet SLA targets
In a voice process - Follows all predefined procedures, adheres to all the laws regarding telesales applicable in that specific location in order to meet SLA target and to ensure that the performance parameters are met and exceeded IN ORDER TO meet SLA targets

1. Process Compliance:

In a voice process - Effectively executes calls of the clients customers, resolves query/issue as per deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization IN ORDER TO meet quality standards
In a data process - Executes client transactions i.e. attends to the transactions, verifies basic information, and closes customer query /issue as per defined SOP/ parameters prescribed; Ensures appropriate documentation of the upshot from the last transaction on the clients’ account as per the prescribed format. IN ORDER TO meet quality standards.

1. Customer Interaction:

Resolves individual cases that need re-work IN ORDER TO ensure high C-Sat / NPS score from the end user.

1. Knowledge Management:

Shares experiences IN ORDER TO facilitate capture of tacit knowledge

1. Process Reengineering:

Delivers on the new process / approach IN ORDER TO meet client / internal goals

Knowledge, Skills required for the role

Knowledge:NA

Skills:Analytical skills, communication skills.



Performance Measures

1. SLA Compliance:

SLA Compliance
Voice process-
No. of calls handled
No. of issues resolved
Average call handling time

1. Process Compliance:

Individual quality score

1. Customer Interaction:

C-Sat / NPS score

1. Knowledge Management:

No. of experiences shared

1. Process Reengineering:

SLA targets

Candidates should bring 2 sets of self attested photocopies of below mentioned documents along with originals to test venue

• Photo ID Card( Pan card / Passport / Driving License / Passport / Voter ID),
• Mark sheets of the highest qualification achieved,
• Resume,
• Two passport size colored photo.

For more details call 7356016433 / 9020183590 (9.30am to 6pm) on working days.