BPO Analyst

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

Compliance with privacy, security, and quality requirements

Effective escalation management, coaching outcomes, and actionable operational reporting