Senior Analyst

Job Title : Spanish Voice Senior Analyst

Department : Customer Support / BPO Operations

Location : Chandigarh

Work Type : Full-Time (Voice Process)

Shift : Rotational Night Shifts Only

Job Summary :

We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound / outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles.

Key Responsibilities :

• Answer inbound customer calls in Spanish promptly and professionally.
• Identify customer issues, provide accurate information, and resolve queries effectively.
• Document all customer interactions in the system with clarity and accuracy.
• Escalate complex issues to the appropriate internal teams and ensure timely resolution.
• Maintain high levels of customer satisfaction by providing excellent service and empathy.
• Meet and exceed performance metrics like call quality, resolution time, and customer feedback.
• Adhere to company policies, security guidelines, and process standards.
• Provide mentoring or support to junior team members when needed.

Requirements :