Analyst-Voice
India
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Job Description
Analyst-Voice
Noida, Uttar Pradesh

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

Provide process and product guidance to Associates; resolve complex cases and operational escalations; support floor queries and real-time issue resolution; monitor adherence to approved workflows; assist with knowledge-transfer, coaching, and refresher sessions; identify process gaps and recurring defects; coordinate with Team Leaders, Quality, and Training teams on corrective actions.

Skill Requirements

Strong process and product knowledge; troubleshooting and analytical skills; escalation management; coaching and knowledge-transfer capability; good written and verbal communication; ability to interpret SOPs and quality guidelines; proficiency in documenting resolutions and process updates.

Other Requirements
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.