Process Expert

8 hours ago

Noida, Uttar Pradesh, India Mindtel Full time ₹ 12,00,000 - ₹ 36,00,000 per year
About the Opportunity

Industry: Contact Center & Business Process Outsourcing (BPO) — International voice and non-voice service delivery. Sector: Customer Experience, Operations & Process Excellence for global clients. This role is on-site in India and focuses on driving operational quality, SLA adherence and continuous process improvement across international accounts.

Primary title: Process Expert - International BPO

Role & Responsibilities
  • Own day-to-day process execution and quality for assigned international accounts; monitor SLAs, KPIs and case lifecycles to ensure service targets are met.
  • Perform structured root-cause analysis on recurring issues and implement corrective actions to reduce defects and rework across processes.
  • Author and maintain process documentation and SOPs; drive consistent adherence through training and on-floor coaching.
  • Collaborate with cross-functional teams (Quality, WFM, Training, Tech) to resolve escalations and implement scalable process improvements.
  • Conduct regular quality audits, spot checks and feedback sessions; prepare performance reports and present improvement plans to stakeholders.
  • Support transition activities for new projects, including process mapping, UAT, and knowledge-transfer for on-site teams.
Skills & Qualifications
Must-Have
  • Proven experience in international BPO operations (voice and/or non-voice) with exposure to SLA-driven environments.
  • Demonstrable ability to meet and improve KPIs (AHT, FCR, CSAT, TAT) and manage escalations effectively.
  • Hands-on use of CRM platforms such as Salesforce or Zendesk.
  • Advanced Microsoft Excel skills (pivot tables, VLOOKUP, data analysis for trend identification).
  • Solid experience in quality assurance, root-cause analysis and implementing process-improvement initiatives.
  • Comfortable working on-site in India, including shift-based schedules for international coverage.
Preferred
  • Familiarity with Workforce Management tools or contact-center recording/analytics platforms (e.g., Verint, NICE).
  • Exposure to formal quality/process frameworks (COPC, ISO or Six Sigma methodologies).
  • Experience creating SOPs, training materials and conducting classroom or on-floor coaching.
Benefits & Culture Highlights
  • On-site role with direct impact on global accounts and visible career progression into QA, Process Lead or Operations Management.
  • Structured training, performance-linked incentives and opportunities to work with international stakeholders.
  • Collaborative, metrics-driven culture focused on continuous improvement and operational excellence.

To apply, highlight specific international BPO processes you've improved, the tools you used (CRM, WFM, analytics) and examples of measurable KPI impact. This role suits candidates who enjoy on-floor problem solving, cross-team coordination and building repeatable, quality-first processes.

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