Senior Voice Process Lead & Quality Coach

Hcl-America-Solutions-Inc; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

Sapsf in the United States is seeking a Senior Process Associate-Voice to handle complex customer calls and uphold service quality.

You will mentor teammates, support training, and lead improvements to call handling and processes. The role emphasizes customer satisfaction, escalation management, and continuous coaching to raise performance across the team.

Qualifications

• Handle complex inbound and outbound calls, providing expert assistance.
• Follow escalation procedures for issues unresolved at agent level on first contact.
• Monitor and ensure the quality of customer interactions, providing feedback and coaching.
• Assist in training new team members and provide ongoing mentorship.
• Lead initiatives to enhance call handling processes and overall customer service efficiency.

Responsibilities

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

Job description

Career Opportunities: Senior Process Associate-Voice (139021)

Requisition ID139021-Posted10/13/2026

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.