43 Fcr Jobs

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER Call Whatsapp ONLY IF HAVING BANKING PROCESS EXP -AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

Assistant Manager Operation Dom CS Voice Process Min 6 Yrs exp, 2yrs AM on paper SLA, AHT, Attrition, Shrinkage,CSAT GRADUATE Work from Office-Bangalore Must know-Englih and Hindi Required Candidate profile Work from Office-Bangalore only Call/WhatsApp cv to Neha 8287267407 Amit 8851792136

Assistant Manager Operation Dom CS Voice Process Min 6 Yrs exp, 2yrs AM on paper SLA, AHT, Attrition, Shrinkage,CSAT GRADUATE Work from Office-Lucknow only not for Delhi/NCR neither Kolkata ..Apply those who can relocate in Lucknow Required Candidate profile Work from Office-Lucknow only not for Delhi/NCR neither Kolkata and ..Apply those who can relocate in Lucknow Call/WhatsApp cv to Neha 8287267407 Amit 8851792136

Total 5 yrs out of this 2yr TL exp ON PAPER, max CTC 5LPA Inbound Customer Support Voice Process DOMESTIC SLA, AHT, Attrition, Shrinkage, CSAT, Quality Immediate Joiner Graduate Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile Work From Office-Lucknow only not for Delhi/NCR and Noida,Apply those who can relocate in Lucknow Perks and benefits PF & ESIC plus Good Leave policy

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

Total 5 yrs out of this 2yr TL exp ON PAPER, max CTC 5LPA Inbound Customer Support Voice Process DOMESTIC SLA, AHT, Attrition, Shrinkage, CSAT, Quality Immediate Joiner Graduate Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile Work From Office-Lucknow only not for Delhi/NCR and Noida,Apply those who can relocate in Lucknow Perks and benefits PF & ESIC plus Good Leave policy

You should have a minimum of 2 years of International BPO experience with an on-paper designation of Team Leader. Your span of control should be a minimum of 15-20 associates. Operational knowledge in areas such as Attrition, Shrinkage, CSAT, AHT, NPS, FCR, Quality, Delivery, and SLA is required. Experience in different lines of business like Dispute/BFSI, Fraud, Investigation is preferred. You should be comfortable working in 24X7 shifts and possess excellent communication skills. Immediate joiners or those with a 10-day notice period are welcome to apply. All experiences mentioned should be on papers and not based on acting roles.,

Supervise day-to-day operations of the US customer support team Ensure timely and effective resolution of customer inquiries via email, chat, and phone Act as the point of escalation for critical or complex customer issues Monitor team performance through KPIs and service metrics such as AHT, CSAT, FCR, etc. Coordinate with cross-functional teams (Product, Tech, QA, Sales) to resolve issues and enhance customer satisfaction Conduct team training, quality audits, and regular performance reviews Ensure all documentation, SOPs, and helpdesk resources are accurate and up to date Provide daily/weekly/monthly reports on team performance and customer feedback Collaborate with US-based stakeholders and internal leadership on strategic initiatives Required Skills & Qualifications: Bachelor's degree in any discipline (preferred: Business Administration, IT, or related field) 46 years of total experience with at least 12 years in a supervisory/lead role in international (US) customer support Excellent written and verbal English communication skills Strong problem-solving ability and customer-first mindset Hands-on experience with CRM/helpdesk tools such as Zendesk, Freshdesk, Jira, Salesforce Proven ability to manage and mentor support teams effectively Comfortable working night shifts aligned with US time zones Nice to Have: Experience in FinTech, SaaS, or enterprise software environments Knowledge of escalation management, SLAs, and workflow automation Exposure to tools like Confluence, Google Workspace, and Microsoft Office Suite

Supervise day-to-day operations of the US customer support team. Ensure timely and effective resolution of customer inquiries via email, chat, and phone. Act as the point of escalation for critical or complex customer issues. Monitor team performance through KPIs and service metrics (AHT, CSAT, FCR, etc.). Coordinate with cross-functional teams (product, tech, QA, sales) to resolve customer queries and enhance satisfaction. Conduct regular team training, quality audits, and performance reviews. Ensure documentation, SOPs, and helpdesk resources are up to date. Provide daily/weekly/monthly reports on team performance and customer feedback. Collaborate with US-based stakeholders and internal leadership for strategic initiatives. Required Skills & Qualifications: Bachelors degree in any discipline (preferred: Business Administration, IT, or related field). 46 years of total experience, with at least 12 years in a supervisory/lead role in international (US) customer support. Excellent written and verbal English communication skills. Strong problem-solving ability and customer-first mindset. Hands-on experience with CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Jira, Salesforce). Ability to manage and mentor a team effectively. Comfortable working night shifts aligned with US time zones. Nice to Have: Experience in FinTech, SaaS, or enterprise software domain. Knowledge of escalation management, SLAs, and workflow automation. Exposure to tools like Confluence, Google Suite, MS Office.

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER Call Whatsapp ONLY IF HAVING BANKING PROCESS EXP -AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

Job Summary: We are seeking a highly analytical and experienced Quality Manager to lead the call auditing and quality assurance function within our BPO operations. The ideal candidate will be responsible for designing and implementing quality frameworks, leading quality auditors, ensuring compliance with client expectations, and driving continuous improvement through insightful analytics and performance feedback. Key Responsibilities: Develop and manage QA processes for voice and non-voice customer interactions to ensure adherence to client and internal standards. Oversee a team of quality analysts to monitor, audit, and evaluate agent calls, chats, and emails. Analyze call audits and trends to identify performance gaps and recommend coaching, training, or process changes. Collaborate with operations, training, and client teams to develop action plans for improving customer satisfaction, compliance, and service delivery. Drive implementation of quality improvement initiatives such as call calibration sessions, feedback loops, and scorecard redesigns. Conduct quality calibration sessions with internal teams and clients to ensure scoring consistency and alignment. Track and report key quality metrics (e.g., CSAT, QA Scores, FCR, compliance issues) on a regular basis. Ensure the QA function is compliant with regulatory and contractual standards (e.g., PCI, HIPAA, GDPR, depending on industry). Provide regular performance reviews and coaching to QA analysts, ensuring their continuous development. Develop and maintain documentation including QA policies, SOPs, training materials, and audit templates. Serve as a point of contact for client quality escalations , audits, and reporting.

About the Job The Director of Special Projects is a strategic leadership role responsible for delivering insights and analytics to the C-Suite and management teams. This role is pivotal in shaping and enhancing customer experience (CX) outcomes for our clients and internal business units. It focuses on synthesizing data from various sources to deliver actionable insights, strategies, and recommendations that drive improved CX performance and operational efficiency. The successful candidate will be adept at translating complex data into clear narratives that inform both external client partnerships and internal leadership objectives. As Director of Special Projects, You Will Curate insights by analyzing diverse data sets, including disposition data, operational metrics, workforce metrics, analyst reports, internet research, and AI-generated intelligence. Identify trends, opportunities, and improvement areas to help clients strengthen customer relationships and elevate their brand reputation. Support client CX leaders in defining and implementing strategies to enhance customer satisfaction, loyalty, and advocacy. Present focused, data-driven recommendations during regular client engagements, offering candid and objective insights with professionalism and impact. Provide senior business unit leaders and CX teams with clear, concise performance analysis across key CX metrics, such as CSAT, NPS, FCR, VOC, as well as operational efficiency metrics like AHT, CPC, and utilization rates. Identify underperforming areas and recommend evidence-based strategies to improve both customer experience and operational KPIs. Collaborate with internal stakeholders, including QA, reporting analysts, and real-time analysts, to ensure insights and recommendations align with broader program goals. Serve as the driving force behind superior performance analytics, moving beyond traditional reporting to offer predictive and diagnostic insights that anticipate challenges and opportunities. Leverage existing resources and toolssuch as QA frameworks, real-time insights, and performance dashboardsto build holistic strategies that optimize service delivery and customer outcomes. Collaborate with AI and analytics platforms to unlock deeper intelligence and provide innovative solutions. As Director of Special Projects, You Have Bachelors degree in Business, Data Analytics, Customer Experience, or a related field. Advanced degrees or certifications in CX, Analytics, or Process Optimization are an asset. 10+ years of experience in data analysis, customer experience strategy, or consulting roles focused on performance improvement. Proficiency in data tools (e.g., Excel, BI platforms, or AI analytics tools) and experience with customer experience reporting and dashboards. An ability to interpret large and diverse data sets, identifying key trends and translating them into actionable strategies. An exceptional ability to present insights in a structured, impactful manner to both client stakeholders and senior internal leaders. A strong understanding of CX performance metrics (CSAT, NPS, FCR, VOC) and efficiency metrics (AHT, CPC), as well as their impact on client success. Experience working within cross-functional teams, with the ability to partner effectively with QA, workforce analysts, and business leaders. Familiarity with AI and data visualization tools to enhance insights and reporting.

Handle inbound and outbound calls for international customers Resolve queries related to products, services, orders, billing, or technical issues Provide first call resolution (FCR) and ensure customer satisfaction Follow up with clients Required Candidate profile Update CRM/ticketing tools with accurate resolutions Meet or exceed defined KPIs like AHT, CSAT, productivity Excellent verbal communication English Prior exp in international voice process preferred Perks and benefits Perks and Benefits

Assistant Manager Operation Dom CS Voice Process Min 6 Yrs exp, 2yrs AM on paper SLA, AHT, Attrition, Shrinkage,CSAT GRADUATE Work from Office-Lucknow only not for Delhi/NCR neither Kolkata and ..Apply those who can relocate in Lucknow Required Candidate profile Work from Office-Lucknow only not for Delhi/NCR neither Kolkata and ..Apply those who can relocate in Lucknow Call/WhatsApp cv to Neha 8287267407 Amit 8851792136

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

Total 5yrs of exp from BPO out of this 2 yr TL exp ON PAPER, Inbound Customer Support Voice Process DOMESTIC SLA, AHT, Attrition, Shrinkage, CSAT, Quality Immediate Joiner Graduate Required Candidate profile Work From Office-Bhubaneswar only not for kolkata and Jamshedpur..Apply those who can relocate in-Bhubaneswar Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

Role & responsibilities Imagine yourself going to work with one thing on your mind: to provide the best customer experience to your clients. As you look at your tasks for the day, you should be able to drive the performance of teammates in order for them to continuously hit their goals. You must be able to coach and manage the teammates under your supervision and act as a bridge between your teammates and the other departments. Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be ab to deliver a superior customer experience - which is the main thrust of your department. You must be adept at creating reports of your teams performance and documenting feedback from your client. You must be able to effectively manage issues that mig arise (including HR related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team. So, do you have what it takes to be a Team Leader? Requirements: So, what are we looking for? We need someone who has the skills to call themselves a Leader. Someone with college or vocational school graduation as a qualification and has at least one (1) ye of relevant Team Leader experience managing at least 10+ teammates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how. If you have previous experience working on the phone, email and live chat customer support roles, then that’s a plus in your favor. If you’re familiar with E-Commerce, Customer service, or any other tools; flexible and willing to work different shifts - we definitely want to talk to yo If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Preferred candidate profile Perks and benefits

Role & responsibilities Imagine yourself going to work with one thing on your mind: to provide the best customer experience to your clients. As you look at your tasks for the day, you should be able to drive the performance of teammates in order for them to continuously hit their goals. You must be able to coach and manage the teammates under your supervision and act as a bridge between your teammates and the other departments. Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department. You must be adept at creating reports of your teams performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team. So, do you have what it takes to be a Team Leader? Requirements: So, what are we looking for? We need someone who has the skills to call themselves a Leader. Someone with college or vocational school graduation as a qualification and has at least one (1) year of relevant Team Leader experience managing at least 10+ teammates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how. If you have previous experience working on the phone, email and live chat customer support roles, then thats a plus in your favor. If youre familiar with E-Commerce, Customer service, or any other tools; flexible and willing to work different shifts - then we definitely want to talk to you. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us Preferred candidate profile

Responsibilities Maintain and develop internal quality standards. Assess support interactions (calls, email, tickets messages) based on established quality standards. Accompany evaluations with meaningful and constructive feedback. Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support Discuss and explain feedback with agents in regular meetings. Analyze all customer service metrics (e.g. AHT, FCR, ACW) and how the team performance affects those KPIs. Participate incalibration sessionsto maintain consistency in internal evaluations. Map the need for training and onboarding programs and initiate these projects. Create reports that reflect agent performance. Qualifications Experience : 6 to 8 years in Warranty, Contact Center and Customer service, specifically from product-based industry, with proven experience in quality assurance or a similar role. Critical Skills: Hands-on experience in customer service, contact center and quality assurance. Ability to analyze data and identify areas for improvement. Attention to Detail: Meticulous in identifying defects and inconsistencies Effective in documenting findings and collaborating with teams. Skilled in identifying issues and implementing corrective actions. Problem-solving capabilities to create meaningful strategies to improve support quality. Familiarity with QA tools and methodologies.

Hiring: US Telecom Voice Process Customer Support (International BPO) Location: Pune (Work from Office) CTC: Up to 4.92 LPA Shift: US Rotational Shifts (247) Perks: 2-way cab facility provided & Loyalty Bonus of 20k Working Days: 5 days working | 2 days rotational off Notice Period: Immediate Joiners Only About the Role We are hiring Customer Support Executives (International Voice) for a leading US Telecom process. This is a great opportunity to work in a dynamic, global environment handling customer queries and support for a major US telecom provider. Eligibility: Experience: Minimum 6 months in International Voice Process (Customer Support) Qualification: Graduate / Undergraduate Other: Must have prior experience in an International BPO (voice support) Key Skills: Customer Handling / Customer Support Inbound Calls Management CSAT (Customer Satisfaction) AHT (Average Handling Time) BPO Metrics (Quality, FCR, SLA adherence) How to Apply? Contact: Smriti 6307590589 Apply now to join a reputed international BPO and grow your career in customer support!