Job Overview: As Quality Analyst for at Vindhya, you will play a crucial role in ensuring that all customer interactions are of the highest quality and meet the company's standards. Your primary responsibility will be to monitor, evaluate, and provide feedback on customer interactions handled by the agents. Your aim will be to improve overall customer experience, agent performance, and adherence to organizational guidelines. Responsibilities: Call Monitoring and Evaluation: Performance Analysis: Training and Coaching Reporting and Documentation Root Cause Analysis: Continuous Improvement: Calibration Sessions: Qualifications: 1. Bachelor's degree or PUC with an equivalent experience as a Quality Analyst. 2. Proven experience as a Quality Analyst or a similar role in a BPO environment. 3. Excellent listening, analytical, and problem-solving skills. 4. In-depth knowledge of customer service principles and practices. 5. Familiarity with relevant call center software and/or tools as applicable. 6. Strong attention to detail and ability to multitask effectively. 7. Outstanding communication skills, both written and verbal. 8. Ability to provide constructive feedback in a positive and encouraging manner. 9. Flexibility to adapt to changing business needs and priorities. 10. A customer-centric mind set with a commitment to delivering exceptional service. Working place and Hours: 1. Work place: Vindhya Head Office Rajaji Nagar, Bangalore 2. General Shift: 9.30AM -6.30PM 3. Days: Monday to Saturday
Job Summary: As a Voice Trainer at Vindhya, you will play a crucial role in the success of our BPO (Business Process Outsourcing) operations, particularly in the voice-based services. Your primary responsibility will be to design, develop, and deliver comprehensive training programs that equip our agents with the necessary skills and knowledge to deliver exceptional customer service through phone interactions. You will be instrumental in enhancing the capabilities of our agents to ensure high-quality service, increased productivity, and overall customer satisfaction. Job Description: Training Program Development: . New Hire Training: Product and Process Training: Communication and Soft Skills Training: Systems and Technology Training: Performance Monitoring: Continuous Improvement: Quality Assurance: Reporting: Training Team Support: Job Specification: - Bachelor's degree in a relevant field or PUC with equivalent work experience. - Proven experience as a BPO Trainer or in a similar role, with a focus on voice-based operations. - Strong understanding of BPO industry practices, customer service principles, and call center operations. - Excellent communication and presentation skills, both verbal and written. - Proficiency in using training tools and software applications. - Ability to adapt training techniques to accommodate different learning styles. - Strong interpersonal skills and the ability to build rapport with trainees. - Analytical and problem-solving mindset to identify performance gaps and implement improvements. - Flexibility to adjust training schedules based on business needs. - Patience and empathy to support trainees' learning and development journey.
Key Responsibilities: Manage day-to-day operations of the domestic sales process, including outbound and/or inbound sales campaigns. Drive the team to achieve and exceed daily/weekly/monthly sales targets and conversion ratios. Coach, motivate, and mentor team leaders and agents to improve performance and productivity. Monitor sales calls, provide real-time feedback, and ensure adherence to quality and compliance standards. Analyze sales metrics, customer feedback, and call reports to identify areas of improvement. Collaborate with training teams to enhance agent product knowledge and selling skills. Prepare performance reports, sales forecasts, and business reviews for management and clients. Manage escalations and complex customer interactions as needed. Coordinate with cross-functional departments (Training, HR, Quality, etc.) for smooth process delivery. Promote a performance-driven culture while maintaining high levels of employee engagement. Qualifications and Experience: Any Graduation 3- 6 years of BPO experience, with at least 12 years in Domestic BPO - Hardcore Sales. Proven experience in telesales, upselling, or cross-selling campaigns. Strong track record of achieving and exceeding sales KPIs. Skills Required: Excellent communication, persuasion, and negotiation skills. People management and team-building abilities. High energy and result-oriented mindset. Ability to analyze data and take data-driven decisions. Proficient in MS Office tools, especially Excel and PowerPoint. Fluency in English and local languages (as required by process).
About the Role: We are seeking an experienced Employee Relations (ER) Manager to oversee and manage all employee relations functions within our domestic BPO operations. The ideal candidate will bring over 10 years of experience in handling employee relations, conflict resolution, policy compliance, and employee engagement in a high-volume, fast-paced BPO environment. Key Responsibilities: Employee Relations Management: Handle grievances, disciplinary cases, and conflict resolution across various business units. Serve as a trusted point of contact for both employees and leadership on ER matters. Compliance & Policy Governance: Ensure compliance with Indian labor laws and internal HR policies. Lead policy reviews, implementation, and training sessions for line managers and HR teams. Conflict Resolution & Investigations: Conduct impartial investigations into workplace issues, ensuring confidentiality and fairness. Document findings and guide management on appropriate actions. Engagement & Retention: Monitor employee morale and implement targeted engagement initiatives to reduce attrition. Analyze trends and work proactively on retention strategies. Disciplinary & Performance Support: Lead disciplinary hearings, administer performance improvement plans (PIPs), and support corrective actions as needed. Audits & Reporting: Prepare detailed reports on ER metrics, trends, and risk areas for leadership. Ensure readiness for internal and external audits related to HR compliance. Stakeholder Collaboration: Partner with Operations, Training, Compliance, and HRBP teams to foster a culture of fairness and transparency. Support business continuity by proactively addressing employee-related risks. Qualifications & Skills : Education: Bachelors or Masters degree in Human Resources, Labor Law, Industrial Relations, or a related field. Experience: 10+ years in employee relations, preferably in a domestic BPO or high-volume service industry. Knowledge: Strong understanding of Indian labor laws, statutory compliance, and HR practices. Deep familiarity with BPO operations and challenges. Skills: Excellent communication, mediation, and interpersonal skills. Proficient in data analysis and reporting (MS Excel, HRMS, etc.). Ability to manage sensitive situations with discretion and professionalism. Why Join Us? • Be a key part of a dynamic HR team driving positive organizational culture. • Take ownership of critical ER processes and initiatives. • Enjoy growth opportunities in a people-centric organization
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