Fort Kochi Kerala Customer service Jobs – 728 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
Receptionist
Icon arts & entertainment —Kochi, Kerala
- ₹25,000 - ₹28,000 a month
- Full-time
- Customer service
- Administrative experience
- Organisational skills
- Health insurance
- Paid time off
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
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
Sales & Billing Executive
Gifts Boutique —Kochi, Kerala
- ₹15,000 - ₹25,000 a month
- Full-time
- Sales
- Customer service
- English
Quick apply
Receptionist
Saroj Diagnostic Laboratory —Kochi, Kerala
- ₹15,000 - ₹25,000 a month
- Customer service
- Microsoft Office
- Administrative experience
Quick apply
Customer Support Executive
BVS Global —Kochi, Kerala
- ₹35,000 - ₹45,000 a month
- Full-time
- Customer service
- Master's degree
- Analysis skills
- Health insurance
Quick apply
2d
CLIENT & APPLICATION MANAGER (Customer Support Manager)
FDC Web Technologies Pvt Ltd —Kochi, Kerala
- ₹15,000 - ₹50,000 a month
- Full-time
- Hybrid work
- English
- Microsoft Office
- Analysis skills
- Health insurance
- Work from home
Quick apply
14d
Customer Care Executive
ChavaraMatrimony.com —Kochi, Kerala
- ₹18,000 - ₹23,000 a month
- Full-time
- Sales
- Customer service
- Bachelor's degree
- Health insurance
Quick apply
Telecallers(Work from Office)
Hi Tech Diagnostic Centre —Kochi, Kerala
- ₹15,000 - ₹20,000 a month
- Full-time
- Customer service
- English
- Master's degree
Quick apply
Customer Relation Officer (CRO)
Bharti Airtel Limited —Kochi, Kerala
- ₹21,000 - ₹24,000 a month
- Full-time
- Customer service
- Bachelor's degree
- Health insurance
- Paid time off
Quick apply
Customer Care Executive(Infopark)
YOU'RE HIRED —Kochi, Kerala
- ₹22,000 - ₹28,000 a month
- Full-time
- Customer service
- English
- 12th Pass
- Commuter assistance
- Paid time off
Quick apply
Office Administration
Team Moplet —Kochi, Kerala
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Business Operations Associate
Vidyalai —Kochi, Kerala
- Up to ₹4,00,000 a year
- Full-time
- Customer service
- English
- 12th Pass
Quick apply
Guest Service Associate (F&B Service)
Forte Kochi —Fort Kochi, Kerala
- ₹19,000 - ₹21,000 a month
- Full-time
- Serving
- Hospitality
- Customer service
- Food provided
Quick apply
Social Media Enquiry management
Gifts Boutique —Kochi, Kerala
- ₹15,000 - ₹25,000 a month
- Weekend availability
- English
- Microsoft Office
- Bachelor's degree
Quick apply
Front Office Receptionist
Thayamkery Royal inn —Kochi, Kerala
- ₹18,000 - ₹22,000 a month
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Master's degree
- Paid time off
- Paid sick time
Quick apply
12d
Customer Support (International Voice - US Process)
PracticeSuite India Private Limited —Kochi, Kerala
- Up to ₹8,00,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
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
3d
Admin Assistant
Monkey Tribe Hospitality Pvt Ltd —Kadavanthara, Kochi, Kerala
- ₹15,452.53 - ₹25,213.57 a month
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Excel
- Health insurance
Quick apply
2d

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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

Refine Your Search

customer service jobs in fort kochi kerala

Specialist – Quality Assurance(Telecall & Email)

Receptionist

Customer Support Executive

Senior Front Office Associate

Sales & Billing Executive

Receptionist

Customer Support Executive

CLIENT & APPLICATION MANAGER (Customer Support Manager)

Customer Care Executive

Telecallers(Work from Office)

Customer Relation Officer (CRO)

Customer Care Executive(Infopark)

Office Administration

Business Operations Associate

Guest Service Associate (F&B Service)

Social Media Enquiry management

Front Office Receptionist

Customer Support (International Voice - US Process)

Front Office Supervisor (Ernakulam)

Admin Assistant

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