Customer Experience Associate - International Voice Process
- Conduent
- 2 - 7 years
- Visakhapatnam
- 8 months ago
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Job Description
International Voice Process Customer Experience Associate III / Supervisor / QA/ Trainer/ Manager
Work Location: Conduent, Vizag (On-site)
Position Overview:
We are seeking graduate professionals with relevant experience in International Voice Process,
particularly within Banking domain. This opportunity is ideal for candidates who are results-driven, possess excellent communication skills, and are open to working in night shifts.
Open Positions:
- Customer Experience Associate III-2yrs
- Quality Assurance Associate IV-2+yrs
- Trainer- 2+yrs
- Supervisor, Customer Experience-3+yrs
- Manager, Customer Experience-5+yrs
Key Responsibilities:
Customer Experience Associate III/ Quality Assurance Associate IV / Supervisor / Manager:
Customer Experience Associate III:
- Candidates with 2+ years of customer service experience for international voice p`rocess
- Preferred candidates with outbound calls & Collection experience for international clients.
- Compute complex information with good analytical skills.
- Ability in problem solving, good listening and reasoning
- Excellent English verbal and written skills
- Preferred candidates willing to work with International BPO Industry
Supervisor, Customer Experience:
- Handle or oversee outbound international voice-based interactions in collections, banking, or customer service
- Ensure productivity, quality, and compliance targets are met
- Understand the client sensitivity and exhibit commitment and ensure response to client queries within agreed turnaround time.
- Manage, coach, and mentor teams (for higher-level roles)
- Effective team support, Production management, Employee Attrition rate control.
- Drive process improvements and client satisfaction
- Analyze customer queries, provide resolutions, and escalate when necessary
- Ensure adherence to data privacy and company policies
Trainer:
- Conduct process training for new hires
- Deliver ongoing refresher sessions and skills enhancement programs
- Monitor training effectiveness and adjust content accordingly
- Collaborate with operations for continuous learning needs
Quality Analyst:
- Monitor and evaluate voice interactions to ensure adherence to quality standards
- Identify training needs and provide feedback to agents and trainers
- Develop, implement, and maintain QA standards and procedures in accordance with regulatory requirements and best practices.
- Monitor and report on quality metrics, identifying areas for improvement.
- Conduct regular internal audits and coordinate external audits and inspections.
- Generate quality reports and highlight process gaps
- Support continuous improvement initiatives to enhance customer experience
Eligibility Criteria (All Roles):
- Graduation is mandatory
- Hands on Experience in International Voice Process
- Preferred experience in:
- Collections
- Banking BPO
- Outbound Calling
- Training Delivery (for Trainer role)
- Quality Monitoring (for QA role)
- Strong communication and analytical skills
- Must be willing to work night shifts only
- Excellent verbal communication and interpersonal skills
- Strong problem-solving and customer-handling abilities
- Willing to work in permanent night shifts (US time zones) and rotational offs (No night shift allowance)
- Possess Good health complacent to work for International Call Center project. (Hearing issues/Back pain/ long hours of seating etc
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: FreshersContact Details:
Company: ConduentLocation(s): Visakhapatnam
Keyskills: Collections International Calling Bpo Voice Banking Voice Voice Process International Voice Outbound Process Voice Support Outbound Calling International BPO International Voice Process
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