SD voice agent (1.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (2.) To achieve KPI targets, follow defined processes and adhere to ITIL delivery and quality standards ,regulatory requirements and company policies. (3.) To attend customer callorchatsormails and resolve tickets within agreed SLA of ticket volume and time. (4.) To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCPorDR plans (5.) To work on value adding activities such Knowledge base update and self development