Customer Contact Comms Analyst - Voice

Overview

Customer Contact Comms Analyst (Voice) role within a Customer Operations function for a large global client, combining Quality Assurance and Subject Matter Expertise responsibilities across a multichannel environment covering B2B and B2C interactions.

What you'll do

• Act as the subject matter expert for assigned products, processes, systems, policies and customer journeys.
• Conduct quality audits and evaluations of customer interactions across calls, email, chat, web tickets and social media using approved QA scorecards, standards and sampling models.
• Assess adherence to SOPs, work instructions, scripts, customer requirements, regulatory obligations, data-protection controls and quality standards.
• Provide real-time guidance and resolution support for complex, escalated, ambiguous or exception-based customer enquiries across supported channels.
• Support Customer Service Advisors and Team Leaders with process interpretation, case resolution and decision guidance to improve first-contact resolution and reduce repeat contacts.
• Identify quality defects, process deviations, recurring issues, knowledge gaps, data inconsistencies and operational risks, documenting findings with clear evidence and rationale.
• Conduct root-cause analysis for quality defects, complaints, escalations and recurring service issues and recommend corrective and preventive actions.
• Deliver timely, structured and actionable feedback to advisors, SMEs and operational leaders to improve quality, compliance and customer outcomes.
• Handle customer escalations and periodically manage live cases across multiple support channels to maintain hands-on operational knowledge, process expertise, and customer context.
• Support quality calibrations with Operations, Training, Quality and Leadership teams to maintain consistent interpretation and application of standards.
• Validate process deviations and non-standard scenarios within approved authority levels and escalate matters outside the defined scope.

What you'll need

• Any Graduation.
• 3 to 5 years of experience.
• Strong Customer Operations domain knowledge across supported products, processes, systems and customer journeys.
• Proven experience performing quality audits, interaction evaluations, calibrations and process reviews in a managed services environment.
• Ability to resolve complex, escalated, ambiguous or exception-driven customer cases within defined authority levels.
• Strong understanding of SLA, KPI, QA, compliance, customer-experience and operational-control frameworks.
• Experience conducting root-cause analysis and converting findings into practical corrective and preventive actions.
• Ability to identify recurring defects, process gaps, knowledge gaps, data issues and operational risks.
• Working knowledge of CRM systems, case-management platforms, ticketing tools, QA applications and knowledge repositories.
• Strong analytical capability, attention to detail, evidence-based assessment and objective judgement.
• Fluent written and verbal English suitable for customer interaction, case handling and documentation.
• English capability sufficient for internal communication, training and quality discussions.
• Language requirements are aligned to the supported customer market and client contract.

Details

• Location: Mumbai.
• Covers voice and non-voice channels across B2B and B2C interactions.