Senior Process Associate-Voice

HCL Technologies Limited; Taguig; On-site; PHP 400,000 - 650,000; Full time

Job summary

Sapsf in the Philippines is seeking a Senior Process Associate-Voice to handle complex calls, ensure quality interactions, and mentor team members.

You will lead process improvements, train new colleagues, and monitor call quality to drive customer service efficiency.

Qualifications

• Experience in handling complex inbound/outbound calls.
• Ability to monitor call quality and provide actionable feedback.
• Strong coaching skills to train junior associates.

Responsibilities

• Handle complex inbound and outbound calls, providing expert assistance and resolving escalated issues.
• Follow escalation procedures to ensure first call resolution where possible.
• Monitor and ensure the quality of customer interactions, providing feedback and coaching.
• Assist in training new team members and provide ongoing support.
• Lead initiatives to enhance call handling processes and improve customer service efficiency.

Skills

Complex calls handling

Quality monitoring

Coaching & mentorship

Process improvement

Team training

Job description

Career Opportunities: Senior Process Associate-Voice (168463)

Requisition ID168463-Posted09/21/2026

The purpose of this role is to handle complex calls, ensure quality interactions, train and mentor team members, and lead process improvements for better customer service.

Key Responsibilities

• 1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
• 2. Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
• 3. Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback And Coaching To Junior Associates.
• 4. Assist In Training New Team Members And Provide Ongoing Support And Mentorship.
• 5. Lead Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency.