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 professional 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
Skills
BPO, Contact Centre, Customer Service, Customer Support, Process Improvement, Incident Management, Business Operations.
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.
