Process Expert-US Voice

5 days ago

Noida, Uttar Pradesh, India XpressEdu Full time

Shift: Night Shift

Job Summary:

We are seeking an experienced Process Expert with a strong background in US voice process operations to manage, guide, and optimize the team's performance. The ideal candidate will have excellent communication skills, process knowledge, and the ability to handle escalations, drive process improvements, and ensure compliance with quality standards.

Key Responsibilities:

  • Handle inbound and outbound calls to/from US customers, ensuring high-quality service delivery.
  • Act as a process subject matter expert (SME)—supporting agents with complex queries or escalations.
  • Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, FCR, and QA scores.
  • Conduct training sessions and refreshers to enhance team performance and product/process knowledge.
  • Collaborate with the Quality and Training teams to identify process gaps and implement corrective actions.
  • Ensure adherence to compliance, confidentiality, and data security guidelines (HIPAA, if applicable).
  • Prepare daily/weekly/monthly performance reports and share insights with management.
  • Work closely with clients and internal stakeholders to ensure SLA and KPI achievement.
  • Suggest and drive process improvement initiatives for efficiency and customer satisfaction

Job Types: Full-time, Permanent

Pay: ₹30, ₹34,000.00 per month

Work Location: In person

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