Role : BPS Quality Analyst – Voice and Chat

Experience: 4 to 8 years

Job Location: Pune

- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)

- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office

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As a BPS Associate specializing in Voice and Chat, you will be the primary point of contact for customers, providing exceptional service through both voice calls and chat-based interactions. You will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive experience across multiple channels.

1 Customer Support (Voice & Chat):

◦ Handle inbound and outbound voice calls and chat interactions with customers, addressing their queries, concerns, and requests in a professional and timely manner.

◦ Daily conducting the quality audit and maintain the defect tracker.

◦ Provide clear and accurate information about products, services, policies, and procedures.

◦ Resolve customer issues effectively by troubleshooting, offering solutions, or escalating when necessary.

2 Issue Resolution:

◦ Actively listen to customers, identify pain points, and provide efficient resolutions to enhance customer satisfaction.

◦ Providing feedback and coaching to the associates for quality improvement.

◦ Document customer interactions, including details of the inquiry, issue, and resolution process, in the CRM system.

3 Service Quality and Adherence:

◦ Maintain high-quality service standards while meeting performance metrics such as response time, customer satisfaction (CSAT), first call resolution (FCR), and adherence to schedules.

◦ Identify quality improvement opportunity in calls and chat. Implement the improvement plan on the ground and enable customer satisfaction. 

◦ Ensure compliance with company policies, industry regulations, and confidentiality agreements.

4 Team Collaboration:

◦ Work collaboratively with team members to achieve team goals and ensure to maintain the 100 % quality                                                                                                    ◦ Participate in team meetings and contribute ideas for process improvements and customer service enhancement.

5 Continuous Learning & Development:

◦ Stay up-to-date with product and service knowledge to provide accurate and relevant information to customers.

◦ Participate in training sessions and skill enhancement programs to improve performance and efficiency.

• Education: High school diploma or equivalent; college degree is a plus.

• Experience: Prior experience in customer service, BPS, or call center roles (preferred, but not mandatory).

• Communication Skills: Excellent verbal and written communication skills, with the ability to engage customers in a clear and friendly manner.

• Technical Skills: Basic computer skills, including proficiency in using customer service software, chat platforms, and CRM systems.

• Problem-Solving: Strong troubleshooting skills and ability to handle customer issues effectively and efficiently.

• Multitasking: Ability to handle both voice and chat interactions simultaneously while maintaining quality service.

• Team-Oriented: Ability to work collaboratively with team members in a fast-paced environment.

• Flexibility: Willingness to work in shifts, including weekends and holidays, if necessary.

• Prior experience in voice-based or chat-based customer support – Minimum 2 year in International  Voice and Quality analyst Experience

• Knowledge of service tools. Knowledge of MS office

• Ability to speak multiple languages (preferred, depending on market requirements).

• Full-time position with flexible shifts (may include evenings, weekends, and holidays) – No fixed shift or WO – However it will mostly from 12:30pm IST to 12:30am IST . 

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EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.

· Step 1: Visit https://ibegin.tcs.com/iBegin/

· Step 2: Click to login.

· Step 3: Click New user (Register with us).

· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).

· Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.

· Step 6: You will receive the EP ID on your personal e-mail ID.