Specialist - Customer Care - Voice 4B

BrightClaim; Dadri; On-site; INR 420,000 - 720,000; Full time

Job summary

Genpact in India is seeking a Specialist - Customer Care - Voice to manage daily call center operations, ensuring high-quality customer service and engagement. You will monitor metrics, implement productivity strategies, and coach staff for consistent performance.

Role requires collaboration with cross-functional teams, quality assessments, and data-driven reporting to steer improvements. Night shift in India is common for this position, with opportunities to influence customer outcomes and

Qualifications

• Bachelor's degree in one of the listed fields.
• Experience in customer care or call center environment is desirable.
• Knowledge of service standards and customer engagement strategies.

Responsibilities

• Manage day-to-day operations of the call center and ensure high-quality service.
• Monitor performance metrics and drive efficiency improvements.
• Develop strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery.
• Conduct regular quality assurance assessments to maintain compliance.

Skills

Customer Care

Customer Experience

Voice-UI

Quality Assurance

Team Leadership

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

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

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

Certifications

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 Service, Fraud Detection, Fraud Disputes, Insurance Underwriting, Mortgage Loan Underwriting, Online Customer Support, Underwriting, Underwriting Analysis, Virtual Administrative Support, Voice-User Interface

Language

English (Required)

Language Proficiency

Advanced - C1

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

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.