🏠 Work From Home Customer Support₹42,000 - ₹58,000 / Month
Senior Escalations & Quality Specialist - Customer Support (WFH)
Global Customer Experience ServicesWork From Home (Pan-India)Posted 24 Aug 2026Verified Opening
Eligibility & Experience3-6 Years Experience in Escalation Handling / QA
Compensation Package₹42,000 - ₹58,000 / Month
Work ArrangementWork From Home
Placement Fee100% Free For Candidates
Job Description & Role Overview
Looking for seasoned Senior Escalation Specialists to manage Tier-2 customer dispute resolutions, executive escalations, and perform call quality audits.
Key Responsibilities
- Take ownership of escalated customer grievances received via CEO desk and social media
- Conduct thorough investigations and negotiate fair settlement resolutions
- Audit frontline agent calls and deliver structured coaching feedback
- Report repeat defect patterns to operations leadership
Eligibility & Requirements
- 3+ Years in BPO / Customer Service with minimum 1 year in Escalation or QA role
- Expertise in conflict management, root cause analysis, and customer retention
- Deep understanding of CSAT, NPS, AHT, and FCR quality metrics
- Exceptional verbal and written negotiation skills
Salary, Perks & Benefits
Leadership career track to Assistant Manager / QA Lead
Company laptop and ergonomic chair allowance
Annual bonus up to 15% of CTC
Comprehensive family medical cover
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Customer Support Associate
Location Not Specified (Virtual Interview Available)
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