Customer Service Analyst III

Allstate India Pvt Ltd; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Allstate India is seeking a Voice Coach for Customer Service Operations in Pune. The role focuses on coaching, improving voice quality, empathy, and call control across frontline teams in a contact-center environment.

You will conduct coaching sessions, review interactions, deliver workshops, and track effectiveness, partnering with Operations and Quality to close performance gaps and raise customer satisfaction.

Qualifications

• 3+ years of experience in Voice Coaching, Training, Quality, or Customer Service Operations.

Responsibilities

• Conduct individual and group coaching sessions.
• Review customer interactions and identify communication improvement opportunities.
• Coach associates on voice quality, empathy, active listening, confidence, and call control.
• Partner with Operations and Quality teams to address communication-related performance gaps.
• Deliver workshops, refresher training, and onboarding support.
• Track coaching effectiveness and provide insights to leadership.

Skills

Voice coaching

Training

Quality

Customer service

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description The Customer Service Analyst III answers incoming calls as the initial contact point for customers. The role provides the first level of support/information and escalates calls to other departments when more specific assistance is required.

Voice Coach - Customer Service Operations Location: Pune | Type: Full-Time

Key Responsibilities

• Conduct individual and group coaching sessions.
• Review customer interactions and identify communication improvement opportunities.
• Coach associates on voice quality, empathy, active listening, confidence, and call control.
• Partner with Operations and Quality teams to address communication-related performance gaps.
• Deliver workshops, refresher training, and onboarding support.
• Track coaching effectiveness and provide insights to leadership.

Qualifications

3+ years of experience in Voice Coaching, Training, Quality, or Customer Service Operations. Strong communication and facilitation skills. Experience coaching large frontline teams in a contact center/BPO environment preferred. Ability to analyze performance trends and drive measurable improvements.

Success Measures

• Improved quality and customer satisfaction scores.
• Reduction in communication-related defects.
• Increased associate confidence and engagement.
• Sustained improvement in customer interactions.

Ideal Candidate

Passionate about developing people, customer-focused, data-driven, and experienced in driving behavioral change through coaching.

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact. The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition. Learn more about Allstate India here. Allstate offers an environment that fosters innovative thinking where you’ll be able to explore your ideas and feel proud of the work you do.

Allstate helps protect nearly 16 million households with auto, home, life, and retirement products. We want every professional connected to Allstate to be committed to giving our customers the best and that means finding the best talent. We want you to be our next great addition.