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 robust 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 operat

📌 BPO Analyst (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram