Careers

Assistant Manager Quality Analyst

Location: Gurgaon

Shift: Not Specified

Process: BPO Quality Management

Job Summary

We are looking for a motivated and detail-oriented Quality Analyst at the Assistant Manager level to join our team. The ideal candidate will be responsible for ensuring the delivery of high-quality service to our clients through performance monitoring, process improvement, and team training. This role requires a strong understanding of analytical skills, and the ability to work collaboratively with both operations and client teams.

Responsibilities

Participate in the design of call monitoring formats and quality standards. Monitor calls and provide trend data to site management. Evaluate agent performance against client KPIs and standards. Conduct regular audits of calls, emails, and chats to ensure consistency with service quality expectations. Provide constructive feedback to enhance agent performance.

Compile and track team and individual performance using quality monitoring data systems. Analyze reports to identify trends and suggest improvements. Develop and deliver training sessions on quality expectations and best practices. Facilitate call calibration sessions and collaborate with teams to resolve quality gaps.

Act as the liaison for client quality concerns and ensure expectations are consistently met. Support and guide a team of Quality Analysts while delivering actionable insights to internal stakeholders. Lead root cause analysis efforts using tools such as Fishbone diagrams and FMEA to develop corrective actions. Ensure compliance with internal and client standards and execute continuous improvement initiatives using Lean, Six Sigma, or Kaizen methodologies.

Requirements

Experience: 5–8 years of experience in BPO quality management, including 1–2 years at a supervisory or assistant manager level.

Education: Bachelor's degree or equivalent experience in a related field.

Certifications: Any relevant quality certifications (e.g., Six Sigma, Lean) are a plus.

Skills

• Strong analytical and problem-solving skills
• A keen eye for detail to ensure all quality requirements and standards are met
• Excellent communication and interpersonal skills
• Proficiency in quality monitoring tools and software
• Familiarity with industry standards and best practices in quality assurance
• Expertise in writing and maintaining clear SOPs for various quality processes

To apply, mail your resume at apacrecruitment@advatix.com

Quality Analyst

Location: Gurgaon

Shift: US CST Hours

Process: BPO – Voice and Non-Voice

Job Summary

The Quality Analyst will be responsible for monitoring, evaluating, and suggesting improvements in customer interactions to ensure adherence to client and company standards. The role requires analyzing performance data, identifying areas for improvement, and working with team leaders and agents to enhance service delivery.

Responsibilities

• Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality standards are met.
• Provide actionable insights and feedback to agents and team leaders to improve customer satisfaction and performance.
• Prepare Root Cause Analysis (RCA) and develop action plans for quality improvements.
• Identify training needs based on quality analysis and assist in creating performance improvement plans.
• Conduct calibration sessions with stakeholders to ensure alignment on quality standards.
• Generate and analyze quality reports for management review.
• Support process improvements and compliance initiatives.
• Ensure adherence to company and client-specific guidelines, policies, and procedures.

Requirements

Experience: 1–3 years of experience in a QA role in a BPO environment. Minimum tenure within the company – 1 year.

Education: Bachelor's degree or equivalent work experience.

Skills

• Strong understanding of quality monitoring techniques and tools
• Excellent communication (verbal and written) and interpersonal skills
• Proficient in MS Excel, PowerPoint, and QA software/tools
• Attention to detail and strong analytical skills
• Ability to work independently and collaboratively in a fast-paced environment

Preferred Skills

• Six Sigma/Lean certification (optional but a plus)
• Experience in handling QA for voice and non-voice processes
• Familiarity with CRM and ticketing tools

To apply, mail your resume at apacrecruitment@advatix.com

Customer Service Representative – French

Shift: Night Shift

Process: Inbound Voice

Job Summary

We are looking for a French-speaking Customer Service Representative to manage customer queries and complaints. This role requires strong communication skills in both English and French, a problem-solving mindset, and the ability to handle stressful situations while maintaining excellent customer service.

Responsibilities

• Manage incoming calls and customer service inquiries
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting resolution, and following up
• Provide accurate, valid, and complete information using the right methods/tools
• Meet personal/customer service team targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies

Requirements

• Ability to stay calm when customers are stressed or upset
• Excellent communication skills in both English and French
• Proficient in reading, writing, and speaking French
• Comfortable using computers and customer support tools
• Experience working in customer support

To apply, mail your resume at apacrecruitment@advatix.com

Customer Service Representative

Location: Gurgaon, Sector-32

Shift: US Shift

Process: Inbound Voice

Job Summary

We are looking for an experienced Customer Service Representative (CSR) who is responsible for providing high-quality customer support through inbound voice calls. The role involves handling inquiries, resolving issues, and providing information about products or services in a professional and efficient manner. This position requires strong communication skills, a customer-first approach, and the ability to handle multiple tasks in a dynamic environment.

Essential Duties and Responsibilities

• Manage incoming calls and customer service inquiries
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Resolve product or service problems by clarifying complaints, determining causes, selecting and explaining solutions, expediting corrections or adjustments, and following up
• Provide accurate, valid, and complete information using appropriate tools and methods
• Meet personal and team call handling and service targets
• Handle complaints and provide appropriate solutions and alternatives within set time limits; ensure resolution follow-ups
• Maintain records of customer interactions, process accounts, and document actions

Requirements

• Ability to remain calm and composed when dealing with stressed or upset customers
• Excellent communication skills in English (verbal and written)
• Comfortable using computers and customer service tools
• Prior experience in customer support roles
• Strong organizational skills with attention to detail and ability to multitask

To apply, mail your resume at apacrecruitment@advatix.com

BPO Team Lead

Job Summary

We are looking for an experienced BPO Team Lead responsible for client interaction, team performance management, and ensuring quality and efficiency in service delivery. The ideal candidate should have excellent communication skills, leadership qualities, and a strong understanding of key BPO metrics.

Key Responsibilities

• Client interaction – understanding client requirements and training the team accordingly
• Ensure improvement of quality scores of employees
• Monitor and manage key performance metrics such as AHT, NPS, SLAs, Abandon Rate, Attrition, Utilization, Shrinkage, etc.
• Manage and drive a team of call center representatives
• Create and present performance and operational reports
• Supervise, manage, and motivate team members
• Plan and achieve daily team targets
• Assist team members with process-related issues
• Ensure retention of team members

Requirements

• Work experience as a Customer Service Trainer or similar role
• Experience in customer service roles is a plus
• Excellent communication and presentation skills

To apply, mail your resume at apacrecruitment@advatix.com

Process Trainer

Location

Gurugram

Shift Timing

US Shift / WFO

Job Summary

We are seeking a skilled Process Trainer to design and deliver engaging training programs aimed at improving employee performance and supporting operational excellence. The ideal candidate should have a strong background in BPO training and a deep understanding of quality and performance metrics.

Key Responsibilities

• Prepare team training progress reports
• Deliver training on process, product, soft skills, and up-skilling modules
• Design and conduct effective training sessions to enhance skills and knowledge
• Maintain and update training documentation including SOPs and presentations
• Monitor training effectiveness using metrics like grad rate, NTP, T3, etc.
• Provide support during all shifts if required
• Handle customer/client interactions effectively
• Track and improve KPIs such as AHT, NPS, SLAs, Abandon Rate, Attrition, Utilization, Shrinkage, etc.

Requirements

• 1–5 years of experience in Training (BPO preferred)
• Work experience as a Customer Service Trainer or in a similar role
• Excellent written and verbal communication skills in English
• Strong presentation and client handling skills
• Proficient in PowerPoint and SOP preparation
• International BPO experience is a plus

To apply, mail your resume at apacrecruitment@advatix.com

Operations Manager

Job Summary

An Operations Manager is responsible for ensuring the seamless functioning of daily operations. This role focuses on optimizing processes and meeting client expectations through cost-effective strategies, continuous improvement, and team development.

Major Areas of Performance

1. Team Leadership and People Management

• Lead and manage supervisors, team leaders, and agents to achieve KPIs
• Plan resource needs and retain high-performing talent
• Provide regular feedback, coaching, and performance evaluations
• Foster a high-morale and engaging work culture
• Handle HR matters including performance and disciplinary issues

2. Client and Stakeholder Management

• Serve as the primary client point of contact for services and performance
• Conduct client review meetings to align on SLAs and project milestones
• Support client proposals, new projects, and service scope changes
• Ensure SLA, KPI, and quality compliance as per contracts

3. Operational Excellence and Process Improvement

• Manage daily operations and ensure process efficiency
• Identify areas of improvement and implement corrective actions
• Ensure adherence to policies, regulations, and best practices

4. Performance Management and Reporting

• Track KPIs and SLAs to evaluate team and operational performance
• Analyze performance data to identify trends and improvement areas
• Prepare reports on operational, financial, and client metrics
• Develop and implement action plans for underperforming units

5. Quality Assurance and Compliance

• Conduct quality audits and performance reviews
• Implement quality assurance frameworks and feedback loops
• Ensure compliance with regulations like GDPR and client standards

6. Budgeting and Financial Oversight

• Assist with budget creation and manage operational costs
• Implement cost-saving strategies without compromising service quality

7. Technology and Tools Optimization

• Leverage technology for automation and productivity
• Train team on CRM systems and relevant tools
• Stay updated with emerging tech in BPO operations

Qualification Requirements

• Bachelor’s in Business Administration, Operations Management, or related field (MBA preferred)

Experience

• 8+ years in BPO operations/staff augmentation, with 4+ years in a managerial role
• Proven success in scaling operations and managing teams
• Experience with client management and CRM tools

Skills

• Strong leadership and interpersonal abilities
• Excellent communication and presentation skills
• Analytical, data-driven decision-making
• Expertise in Lean, Six Sigma, or other process methodologies
• Financial management and budgeting proficiency
• Knowledge of industry compliance and standards
• Multi-project handling and prioritization

Core Competencies

• Leadership & Motivation
• Client Management
• Operational Strategy
• Quality Focus
• Data-Driven Decision Making
• Adaptability & Problem Solving

Work Environment & Conditions

• Office-based role
• Flexible hours to accommodate multiple time zones
• Occasional travel for client meetings, audits, or training

To apply, mail your resume at apacrecruitment@advatix.com