Qtrac Executive

Key Responsibilities (Job Description) :

• Candidate has to co-ordinate with Clients (Internal & External) to validate their details and update the Escalation Portal accordingly.
• Mode of co-ordination with Clients - Emails and Phone calls.
• Sending daily morning report to senior management, showcasing the tasks in hand.
• Working on CRs given by client
• Checking daily target of ORSes and action them efficiently.
• Updating soft copies as per the implementation.
• Follow up with clients or with internal teams (if required)
• Responding to client queries on mail / Call.
• Follow up with clients of different CRs
• Changes in Manual escalation portal, used by internal team.
• checking production issues and ensuring quick resolution
• Co-ordinating with product team for any new requirements.
• Sharing RCA with client / Internal team regarding any complaint scenario
• Auditing JIRA / CRs actioned by other teammates.
• Raising Gitlabs for some new requirements to product team.
• Ensuring that applications are set to Production in Live environment without any delay.
• Should Guide and Coach new team members.
• Ensuring that SRs are checked and actioned on time for ICICI Bank.
• Closing SR after implementation also giving confirmation to clients on mail or on call.
• Sharing Call logs reports on weekly basis for various clients. e.g. Axis CIB, Indusind, ADCB
• Should ensure team is Sending daily EOD report to senior management, describing the scope of work completed by the team.

Skills Required

Linq, Testing, Automation, Rca