Role description

Role Summary The Senior BPO Analyst will manage complex customer interactions, operational escalations, quality oversight, and day-to-day process coordination for a US retail client. The role requires strong communication, sound judgement, customer empathy, and the ability to guide junior analysts while supporting service performance and continual improvement.

Key Responsibilities

- Handle complex customer inquiries, complaints, service recovery situations, and escalations across supported channels.

- Provide floor-level guidance to A2 analysts, support queue prioritization, and coordinate timely escalation to client or specialist teams.

- Monitor service levels, response quality, customer satisfaction indicators, productivity, and process adherence.

- Perform quality checks, provide coaching feedback, and contribute to training, calibration, and knowledge-management activities.

- Identify recurring customer issues, analyse trends, and recommend practical improvements to processes, scripts, workflows, and knowledge articles.

- Support retail processes including customer account enquiries, order status, delivery, returns, refunds, promotions, loyalty programmes, and store-related requests, as applicable.

- Use approved translation and language-assistance tools to support multilingual interactions while validating context, tone, and accuracy.

- Prepare concise operational updates covering workload, ageing, escalations, risks, action owners, and recovery plans.

- Coordinate with client stakeholders and internal teams while protecting customer information and following approved security and compliance procedures.

- Support roster adherence, business continuity, peak-period readiness, and operational coverage during PST business hours.

Required Qualifications

- 3-5 years of experience in BPO, contact centre, customer service, retail operations,



or shared services.

- Prior experience handling escalations, coaching team members, and supporting operational reporting or quality reviews.

- Excellent spoken and written English with clear pronunciation, active listening, and qualified business writing.

- Graduate degree or equivalent qualification; relevant customer-service certifications are advantageous.

- Experience with CRM, case-management, ticketing, or customer-support platforms.

- Ability to work from Trivandrum during PST business hours.

Behavioral Competencies

- Customer orientation and empathy

- Cultural awareness and sensitivity

- Composure and de-escalation capability

- Accountability and ownership

- Adaptability and learning agility

- Team collaboration and constructive communication

- Leadership presence and coaching ability

- Analytical thinking and decision-making

Success Measures

- Customer satisfaction and interaction quality

- Accuracy and completeness of case documentation

- Adherence to service levels, schedules, and approved procedures

- Productivity and timely case resolution

- Compliance with privacy, security, and quality requirements

- Effective escalation management, coaching outcomes, and actionable operational reporting

Skills

Business Process Outsourcing, Customer Support, Process Documentation, ServiceNow

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation.

With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

📌 BPO Analyst (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram