Thrikkakara Kochi Kerala Customer service Jobs – 757 Open Jobs Today

Specialist – Quality Assurance(Telecall & Email)
BVS Global —Kochi, Kerala
- ₹50,000 - ₹60,000 a month
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- CRM software
- Health insurance
Quick apply
Customer Service & Operations Executive
Sherin's Recruitments —Infopark-Kochi, Kochi, Kerala
- ₹30,000 - ₹45,000 a month
- Full-time
- Customer service
- Administrative experience
- Bachelor's degree
- Flexible schedule
- Paid sick time
Quick apply
12h
Front Office Manager
D HOTEL —Edapalli, Kerala
- ₹22,000 - ₹25,000 a month
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Food provided
Quick apply
Two Wheeler Sales Executive
Vayalat Yezdi-Jawa-BSA —Kalamassery, Kochi, Kerala
- ₹15,100.00 - ₹33,511.38 a month
- Full-time
- Sales
- Customer service
- In-person
- Commuter assistance
- Health insurance
Quick apply
Senior Front Office Associate
Hotel Excellency —Kochi, Kerala
- ₹20,000 - ₹22,000 a month
- Full-time
- Hospitality
- Customer service
- Bachelor's degree
- Food provided
Quick apply
Customer Support Executive
Transight Systems Private Limited —Kochi, Kerala
- ₹15,000 - ₹20,000 a month
- Full-time
- Microsoft Excel
- English
- Bachelor's degree
- Health insurance
Quick apply
Front Office Supervisor (Ernakulam)
Sidra Pristine Hotel & Portico Halls —Kochi, Kerala
- ₹18,000 - ₹20,000 a month
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- English
- Food provided
Quick apply
4d
Sales & Billing Executive
Gifts Boutique —Kochi, Kerala
- ₹15,000 - ₹25,000 a month
- Full-time
- Sales
- Customer service
- English
Quick apply
Front Office Receptionist
Hotel Seven Lights, Edapally, Kochi —Edapally North, Kochi, Kerala
- ₹15,000 - ₹18,000 a month
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- English
Quick apply
Front Office Executive cum Admin
UFLY INTERNATIONAL AVIATION SERVICES —Palarivattom, Kochi, Kerala
- ₹12,000 - ₹30,000 a month
- Full-time
- Customer service
- English
- Microsoft Office
- Cell phone reimbursement
Quick apply
Sales Executive (Premium & Luxury Segment)
Beautile Global Trading LLP —Edapalli, Kerala
- ₹25,000 - ₹40,000 a month
- Full-time
- Sales
- Customer service
- Business development
- Health insurance
Quick apply
3d
Cashier
THE RAYMOND SHOP (LULU INTERNATIONAL MALL, EDAPPALLY) —Edapalli, Kerala
- From ₹16,000 a month
- Full-time
- Microsoft Excel
- Customer service
- Basic math
Quick apply
2d
Sr. Associate-Voice
NSK Logistics —Infopark-Kochi, Kochi, Kerala
- ₹20,000 - ₹26,000 a month
- Night shift
- Customer service
- English
- In-person
- Health insurance
Quick apply
Receptionist
Saroj Diagnostic Laboratory —Kakkanad, Kochi, Kerala
- From ₹15,000 a month
- Full-time
- Customer service
- Microsoft Office
- Administrative experience
Quick apply
Front Office Executive
UFLY INTERNATIONAL AVIATION ACADEMY —Palarivattom, Kochi, Kerala
- ₹15,000 - ₹25,000 a month
- Full-time
- Customer service
- Microsoft Office
- Bachelor's degree
Quick apply
Front Office Executive
Hotel Seven Lights, Edapally, Kochi —Edapally, Kochi, Kerala
- ₹15,000 - ₹20,000 a month
- Full-time
- Sales
- Customer service
- Bachelor's degree
- Paid time off
- Food provided
Quick apply
Front Office Executive
City Silks, Palarivattom —Edapally, Kochi, Kerala
- ₹16,000 - ₹20,000 a month
- Full-time
- Sales
- Customer service
- In-person
- Food provided
Quick apply
Hospital Receptionist
MAGJ Hospital Mookkannoor —Angamali, Kerala
- From ₹15,000 a month
- Weekend availability
- MSW
- Customer service
- English
- Paid time off
- Paid sick time
Quick apply
Front office staff
Dr Zoo Pet Hospital —Vyttila, Kochi, Kerala
- From ₹15,000 a month
- Full-time
- English
- Bachelor's degree
- Front desk
Quick apply
Customer Support Associate
Zapdrive Technologies —Kakkanad, Kochi, Kerala
- ₹13,000 - ₹20,000 a month
- Part-time
- CRM software
- Customer service
- Microsoft Office
- Paid time off
Quick apply

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Specialist – Quality Assurance(Telecall & Email)

BVS Global -
Kochi, Kerala

Quick apply

Job details

Full-time
₹50,000 - ₹60,000 a month

Benefits

Provident Fund
Health insurance

Qualifications

Microsoft Powerpoint
Microsoft Word
CRM software
Six Sigma Certification
Microsoft Excel
Customer service
English
Quality assurance
Bachelor's degree
Root cause analysis
Communication skills

Full job description

Job Summary:

The incumbent is responsible for monitoring, evaluating and improving the quality of customer interactions across voice and

email channels. The role ensures adherence to company standards, client requirements, compliance guidelines, and

communication best practices while delivering an exceptional customer experience. The incumbent will work closely with

the Operations and Training teams to identify performance gaps, support capability-building initiatives and drive continuous

improvement through quality audits, coaching and feedback.

Responsibilities:

Call Quality Monitor

▪ Monitor and evaluate inbound and outbound customer calls using approved quality scorecards and evaluation

criteria.

▪ Ensure adherence to SOPs, approved scripts, compliance requirements and client guidelines.

▪ Identify recurring quality issues, process deviations, and performance gaps and recommend corrective actions.

▪ Conduct quality calibration sessions with the Operations and Training teams to ensure consistency and fairness in

quality evaluations.

E-mail Quality Monitoring

▪ Review emails to ensure accuracy, professionalism, grammar, tone, formatting, and completeness.

▪ Verify compliance with company communication standards, brand guidelines, and client-specific requirements.

▪ Ensure appropriate use of approved email templates and standard responses.

▪ Identify opportunities to enhance written communication and improve the overall customer experience.

▪ Monitor consistency and quality across all written customer communications.

Quality Audits

▪ Conduct regular quality audits based on the approved sampling methodology and audit schedule.

▪ Evaluate customer interactions using standardized quality scorecards and predefined quality parameters.

▪ Maintain accurate audit records, documentation, and supporting evidence.

▪ Publish audit findings and quality reports within agreed timelines.

▪ Ensure all quality assessments are objective, consistent, unbiased, and evidence-based.

Feedback & Coaching

▪ Provide timely, constructive, and actionable feedback to employees based on audit findings.

▪ Conduct one-on-one quality review sessions to discuss performance and improvement opportunities.

▪ Collaborate with Team Leaders and the Training team to develop performance improvement plans.

▪ Recommend coaching sessions, refresher training, and knowledge enhancement initiatives where required.

▪ Identify, recognize, and share best practices to promote service excellence across teams.

Reporting & Analysis

▪ Prepare and publish daily, weekly, and monthly quality reports, dashboards, and management summaries.

▪ Analyse quality trends, recurring issues, customer concerns, and root causes.

▪ Present quality insights, observations, and recommendations during operational review meetings.

▪ Track individual and team quality performance against defined Key Performance Indicators (KPIs).

▪ Recommend preventive and corrective actions to improve operational efficiency and service quality.

Continuous Improvement

▪ Identify opportunities for process improvement based on quality observations and operational trends.

▪ Participate in quality improvement initiatives, process reviews, and operational excellence projects.

▪ Support the implementation and monitoring of Corrective and Preventive Action (CAPA) plans.

▪ Work closely with the Operations and Training teams to enhance process compliance and employee capability.

▪ Contribute to the development, review, and continuous improvement of quality scorecards, SOPs and quality

standards

Qualifications:

▪ Bachelor's degree in any discipline (preferred).

Requirements:

▪ 2–5 years of experience in Quality Assurance, Quality Monitoring, or Customer Service in a BPO, shared services or

service operations environment.

▪ Experience in monitoring voice calls, emails, and written communication against defined quality standards.

▪ Strong understanding of quality frameworks, scorecards, KPIs and customer service standards.

▪ Excellent command of written and spoken English.

▪ Proficiency in Microsoft Excel, Word and PowerPoint for reporting and data analysis.

▪ Experience working with quality monitoring tools, CRM systems, or ticketing platforms is an advantage.

▪ Knowledge of root cause analysis (RCA), quality calibration sessions, and process audits is preferred.

▪ Familiarity with customer experience (CX) metrics such as CSAT, FCR, AHT and QA scores is an added advantage.

▪ Certification in Quality Management, Six Sigma or ISO standards is desirable but not mandatory.

Location: Kalamassery, Cochin

Pay: ₹50,000.00 - ₹60,000.00 per month

Benefits:

Health insurance
Provident Fund

Work Location: In person

Quick apply

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customer service jobs in thrikkakara kochi kerala

Specialist – Quality Assurance(Telecall & Email)

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