Job Summary: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency. Key Responsibilities: Call Monitoring and Evaluation •Monitor live or recorded calls to evaluate agent performance against quality standards. •Assess agent adherence to scripts, protocols, and company policies. •Evaluate the accuracy, professionalism, empathy, and resolution provided during calls. Feedback and Coaching •Provide constructive feedback to agents based on quality assessments. •Collaborate with team leaders and trainers to address performance gaps and training needs. •Conduct one-on-one coaching sessions to help agents improve their skills. Reporting and Analysis •Prepare detailed reports on quality metrics, trends, and areas of improvement. •Track agent performance over time and provide actionable insights to management. •Identify recurring issues and recommend process improvements. Compliance and Standards •Ensure that all customer interactions comply with company policies, industry standards, and regulatory requirements. •Monitor for potential risks and escalate compliance concerns promptly. Continuous Improvement •Participate in the development of quality guidelines and standards. •Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency. •Stay updated on industry best practices and emerging trends in customer support. Qualifications and Skills: Bachelors degree is mandatory. •2+ years of experience in quality analyst role in a call center. •Proficiency in quality monitoring tools and CRM systems. •Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent. •Excellent communication and interpersonal skills. •Strong attention to detail and analytical mindset. •Ability to provide constructive feedback and motivate team members. •Time management and multitasking skills.
About the Role :- We are looking for dynamic professionals capable of maintaining our customer satisfaction rates with excellent communication skills and a positive approach. A committed representative who is able to maintain relationships with our customers and clients, answer questions and troubleshoot account issues, help with product and payment queries, and more. This is a full-time position with the ability to work in the office. Relevant certifications and experience will improve consideration chances for this position Core Responsibilities: - Make outbound calls to clients to learn about and address their needs, complaints, or other issues with products or services Respond efficiently and accurately to our clients, explaining possible solutions, and ensuring that clients feel supported and valued Build lasting relationships with clients and other call center team members based on trust and reliability Utilize software, databases, scripts, and tools appropriately Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service Maintain and update customer information as necessary in database Escalates calls to supervisor when necessary and appropriate Responsible for making outbound calls and regular follow up on leads assigned Ensure Zero compliance issues in terms of call quality Make outbound calls to prospective clients and convert them into customers Desired Qualifications: - Minimum 2 years of experience in Outbound calling Overall 4+ years of experience in BPO industry Excellent verbal communication skills, Team player, Attention to detail, Problem-solving skills Exceptional customer service, active listening, and verbal & written communication skills, and professional phone voice Understanding of company products, services, and policies Proficiency with computers, especially with CRM software, and strong typing skills Strong time management and decision-making skills Adaptability and accountability Organizational skills including the ability to multitask, set priorities, and follow up promptly Should be flexible with night shifts Positive attitude and proactive approach Strong time management and decision-making skills Company Details: - Company Name: Silvermine Software India Pvt. Ltd. Address: Vakil Square, #56/3, 5th Floor, Bannerghatta Main Road, Gurappanapalya, Bangalore, 560029, Karnataka, India Contact Email: pooja.bamankar@silverminegroup.com Company URL: https://www.silverminegroup.com Perks of Joining: - Innovative Work: Contribute to cutting-edge solutions for e-commerce and SaaS businesses Impactful Role: Shape product decisions and enhance user experiences with data-driven insights Growth Opportunities: Learn and grow professionally in a fast-paced, collaborative environment Supportive Culture: Work with a team that values teamwork, mentorship, and professional development Competitive Benefits: Access comprehensive health, retirement, and other benefits to support your well-being Rewards and Recognitions: Demonstrate true dedication and be rewarded with annual bonuses and spot awards Company Background: - Silvermine Group is a 15-year-old SaaS company that's building E-commerce and SaaS companies in the cloud for the US market and helping companies bring offline processes online, saving time and money. We bring modern Internet software to main streets across America. Since our founding over a decade ago in Wilton, Connecticut, we have empowered our employees to make decisions that serve our customers interests first. Software Product Offerings from Silvermine Group: eform2290 emcs150
We are seeking a HubSpot Operations Manager to lead and optimize our use of HubSpot across Marketing, Sales, and Service Hubs . This role will serve as the HubSpot subject-matter expert, responsible for designing, implementing, and maintaining workflows, pipelines, campaigns, and reporting dashboards that support the entire customer lifecycle. The ideal candidate has a deep understanding of HubSpots Marketing, Sales, and Service Hubs , hands-on technical expertise, and the ability to collaborate across Product, Engineering, and Analytics to ensure adoption, governance, and business impact. KEY RESPONSIBILITIES: Own day-to-day administration and optimization of HubSpot Marketing, Sales, and Service Hubs . Design and optimize automated workflows for lead nurturing, deal pipelines, ticketing, and customer journeys . Partner with Marketing, Sales, and Customer Success teams to define requirements and implement scalable solutions. Ensure data hygiene, governance, and alignment across HubSpot and integrated systems (CRM, analytics, product databases). Collaborate with Engineering to maintain HubSpot integrations with internal systems and analytics platforms. Partner with Analytics to define campaign attribution, funnel reporting, and performance dashboards across the customer lifecycle. Serve as primary liaison with HubSpot support and account teams, managing escalations, monitoring outages, tracking releases, and ensuring timely resolution of issues. Train and support team members across Marketing, Sales, and CS on best practices and new HubSpot features. Act as the internal advocate for HubSpot adoption and cross-Hub governance . PREFERRED QUALIFICATIONS & REQUIRED SKILLS: 8 years overall experience in Marketing Operations, Revenue Operations, Marketing Technology, or CRM administration. Minimum 5 years of direct, hands-on HubSpot expertise spanning Marketing, Sales, and Service Hubs . Strong understanding of deal pipelines, service ticketing, lead scoring, marketing automation, and campaign attribution . Experience managing HubSpot support/vendor relationships (outages, releases, escalations). Knowledge of data governance, segmentation, and lifecycle management. Comfort working cross-functionally with Marketing, Sales, Customer Success, Product, Engineering, and Analytics. HubSpot certifications (Marketing Hub, Sales Hub, Service Hub, RevOps) strongly preferred. Strong analytical mindset and problem-solving skills. GOOD TO HAVE Experience with multi-product SaaS environments. Familiarity with SQL, data warehouses (e.g., Redshift), or BI tools. Exposure to compliance, tax, or trucking industry (bonus but not required). PERKS OF JOINING: Be the HubSpot champion shaping how Marketing, Sales and Service Teams operate at scale. Work cross-functionally across the entire customer lifecycle. Join a company in high growth mode, building the Truckopedia brand and ecosystem. Opportunity to evolve this role into a broader Marketing Operations leadership position. The Culture: most companies talk about their values, we live them. Supportive Culture: We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth. Work-Life Balance: We support a hybrid work model and encourage our employees to create a healthy balance between personal and professional life. Rewards and Recognitions: Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA. Innovative Work: Contribute to cutting-edge solutions for e-commerce and SaaS businesses. The Work: stability of a market leader with the hunger for innovation and growth of a start-up Impactful & Broad Role: You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions. Growth Opportunities: Learn and grow from market veterans, take advantage of a fast-paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it. Competitive Benefits: Access comprehensive insurance for health (incl. parents), life and personal accident. ABOUT SILVERMINE GROUP: Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers equipment stays on the road and their businesses keep humming.
Job Title: Customer Service Representative (International Voice Process) Location: Bangalore Job Type: Full-Time Shift: Rotational Shifts (Night Shifts) Job Summary: We are looking for dynamic and customer-focused Customer Service Representatives to join our Inbound Service Team for an International Voice Process. The ideal candidate will be responsible for handling customer inquiries, providing support, and ensuring customer satisfaction through effective communication and problem-solving skills. Key Responsibilities: Handle inbound calls from international customers and provide accurate and timely resolutions. Address customer inquiries, complaints, and service requests in a professional and courteous manner. Assist customers with product information, billing issues, account updates, and troubleshooting. Maintain detailed records of customer interactions, ensuring proper documentation in the CRM system. Follow company policies and guidelines to ensure service quality and compliance. Work towards achieving customer satisfaction & first-call resolution. Collaborate with internal teams to escalate unresolved issues and provide feedback for service improvements. Stay updated with product knowledge, company policies, and process changes. Key Requirements: Education: High school diploma or equivalent; Bachelor's degree preferred. Experience: 1-3 years of experience in a customer service or international voice process role preferred. Excellent Communication Skills: Strong verbal and written communication skills in English. Customer-Oriented: Ability to empathize with customers, actively listen, and provide effective solutions. Problem-Solving Skills: Quick thinking and ability to handle customer concerns efficiently. Tech-Savvy: Basic knowledge of CRM tools, MS Office, and troubleshooting skills. Flexibility: Willingness to work in rotational shifts, including nights, weekends, and holidays. Team Player: Strong collaboration and multi-tasking abilities.