Customer Service Analyst III

Overview

The Voice Coach supports the development of customer service associates by enhancing their communication, customer engagement, and call handling effectiveness.

What you'll do

• Conduct individual and group coaching sessions.
• Review customer interactions and identify communication improvement opportunities.
• Coach associates on voice quality, empathy, active listening, confidence, and call control.
• Partner with Operations and Quality teams to address communication-related performance gaps.
• Deliver workshops, refresher training, and onboarding support.
• Track coaching effectiveness and provide insights to leadership.

What you'll need

• 3+ years of experience in Voice Coaching, Training, Quality, or Customer Service Operations.
• Strong communication and facilitation skills.
• Ability to analyze performance trends and drive measurable improvements.

Nice to have

• Experience coaching large frontline teams in a contact center/BPO environment.

Details

• Location: Pune, India.
• Employment type: Full-Time.