Job Description
The Customer Service Analyst III answers incoming calls as the initial contact point for customers. The role provides the first level of support/information and escalates calls to other departments when more specific assistance is required.
Voice Coach - Customer Service Operations
Location: Pune | Type: Full-Time
We are looking for an experienced Voice Coach to support the development of customer service associates by enhancing communication, customer engagement, and call handling effectiveness.
Key Responsibilities
•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.
Qualifications
•3+ years of experience in Voice Coaching, Training, Quality, or Customer Service Operations.
•Strong communication and facilitation skills.
•Experience coaching large frontline teams in a contact center/BPO environment preferred.
•Ability to analyze performance trends and drive measurable improvements.
Success Measures
•Improved quality and customer satisfaction scores.
•Reduction in communication-related defects.
•Increased associate confidence and engagement.
•Sustained improvement in customer interactions.
Ideal Candidate
Passionate about developing people, customer-focused, data-driven, and experienced in driving behavioral change through coaching.
Primary Skills
Customer Service
