Senior Process Associate-Voice
About this role
Job Summary
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.
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.
Skill Requirements
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Other Requirements
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Frequently Asked Questions
Is the salary disclosed for the Senior Process Associate-Voice position at HCLTech?
The salary for this Senior Process Associate-Voice role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Process Associate-Voice position at HCLTech located?
This Senior Process Associate-Voice role at HCLTech is based in City Of Taguig, Philippines. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Process Associate-Voice position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Process Associate-Voice job at HCLTech posted?
This Senior Process Associate-Voice position at HCLTech was posted on Sep 21, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Process Associate-Voice
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.