Specialist - Customer Care - Voice 4A

1401 Genpact India Pvt. Ltd.; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

Genpact India Pvt. Ltd. is seeking a Specialist - Customer Care - Voice to manage day-to-day call center operations and ensure high-quality customer service at our Hyderabad site.

The role emphasizes monitoring metrics, coaching staff, and driving productivity while collaborating with cross-functional teams to improve overall customer experience, including English-language voice support during night shifts.

Qualifications

• Bachelor degrees in business, communication, hospitality, IT, or marketing.
• Certifications in ServiceNow Customer Service Management and COPC.
• Experience in call center operations and customer service.

Responsibilities

• Manage day-to-day operations of the call center, ensuring high-quality service.
• Monitor performance metrics and identify improvement opportunities.
• Develop strategies to enhance productivity and service standards.
• Train and mentor call center staff to strengthen service delivery.
• Conduct regular quality assurance assessments to ensure compliance.
• Collaborate with cross-functional teams for operational alignment.
• Prepare and present performance reports and trend analyses.
• Support implementation of call center technologies to improve CX.

Skills

Customer Care

Customer Experience

Data Analytics

Speech Analytics

English Proficiency

Online Customer Support

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Communication

Bachelor’s degree in Hospitality Management

Bachelor’s degree in Information Technology

Bachelor’s degree in Marketing

Tools

ServiceNow

COPC

Job description

Specialist - Customer Care - Voice

Ready to turn bold ideas into real‑world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry‑first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large‑scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast‑moving, innovation‑driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description Data Quality Analyst & SMEs

Responsibilities

• Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
• Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
• Develop and implement strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery and customer engagement capabilities.
• Conduct regular quality assurance assessments to maintain compliance with service expectations.
• Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
• Prepare and present performance reports and trend analysis to support data-driven decision-making.
• Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.

Qualifications

• Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
• Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer Experience Certification (COPC) - COPC Inc.COPC Inc.

Required Skills

• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Service
• Data Analytics
• Fraud Detection
• Fraud Disputes
• Online Customer Support
• Online Transaction Processing (OLTP)
• Sales
• Sales Support
• Speech Analytics
• Strategic Advisory
• Target Operating Model
• Technical Support
• Third Level Support
• Virtual Administrative Support
• Voice-User Interface Language English
• English Language Proficiency - Advanced - C1

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Voice Remote Type - Office Work Shift - Night Job (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.