Voice Process Executive Job Description Template
Voice process executives handle inbound and outbound calls for customer service, technical support, or sales in Business Process Outsourcing (BPO) and contact centres. India's BPO sector employs over 1.4 million people and voice processes account for approximately 40% of the industry, serving clients in BFSI, telecom, healthcare, and e-commerce across the US, UK, and Australia. Use our voice process executive job description template to attract candidates with strong English communication skills. It covers key responsibilities, required skills, Indian education requirements, salary insights (Cost to Company (CTC)), and the selection process.
Job title:
Voice Process Executive
Location:
Bengaluru, Karnataka (or Hyderabad / Pune / Noida / Gurugram / Chennai / Mumbai)
Job type:
Full-time, Permanent
Reports to:
Team Leader / Operations Manager
Experience:
0-2 years
Employment type:
Permanent
About the role
We are looking for Voice Process Executives to join our customer support team serving a US-based telecom client. You'll handle inbound calls from customers - answer queries about billing, service activation, plan changes, and technical issues - while maintaining a high level of professionalism and empathy. This role is ideal for candidates with neutral English accent, active listening skills, and a customer-first attitude. Full product training of 4-6 weeks is provided.
About the company: - Established: 2008 - Employees: 15,000+ - Industry: BPO and IT-Enabled Services (ITES) (customer support, technical support, sales) - Certifications: ISO 27001, ISO 9001, PCI DSS, HIPAA compliant - Presence: 25 delivery centres across India (Bengaluru, Hyderabad, Noida, Pune, Chennai, Indore, Jaipur, Visakhapatnam) - Known for: Top 10 Indian BPO company by National Association of Software and Service Companies (NASSCOM) ranking; trusted partner for 3 of the top 5 US telecom companies
Voice process executive roles and responsibilities - Handle 40-60 inbound calls per day from customers - address queries, resolve issues, and provide accurate information within Service Level Agreement (SLA) (Average Handle Time 4-8 minutes) - Follow standard operating procedures and scripts for call handling - greeting, verification, issue resolution, and call closure with customer confirmation - Log call details accurately in CRM (Salesforce, Zoho, or proprietary system) - customer information, issue category, resolution summary, and disposition code - Escalate complex issues to the L2 support team or supervisor with clear context and customer impact - Manage customer emotions during calls - de-escalate frustrated callers and turn negative experiences into positive outcomes - Meet key performance indicators - CSAT score of 4+ out of 5, First Call Resolution above 70%, Adherence to Schedule above 90% - Attend daily team huddles, monthly calibration sessions, and quarterly refresher training on product updates and soft skills - Comply with data privacy regulations (GDPR, CCPA, HIPAA) and maintain customer confidentiality at all times - Participate in accent neutralisation and voice modulation training to improve communication clarity
Voice process executive qualifications and skills - Excellent verbal communication in English with a neutral or neutralisable accent - Active listening skills - ability to understand customer issues without interrupting and respond appropriately - Basic computer proficiency - data entry, CRM navigation, email, and typing speed of 25+ WPM - Empathy and patience - ability to handle irate customers with professionalism - Problem-solving aptitude - think on your feet and find solutions within available resources - Ability to work in night shifts (US shift timings: 6:30 PM-4:30 AM IST typically) - Familiarity with telecom, BFSI, or e-commerce products is a plus - Prior BPO or contact centre experience a plus but not required - Flexibility to work 6 days a week with 2 rotational week offs
Education and Experience Requirements - Minimum education: Class 12 / HSC pass - Graduation preferred: BA, Bachelor of Commerce (BCom), Bachelor of Business Administration (BBA), BSc - any discipline - 0-2 years of experience in BPO / contact centre voice process - Freshers with strong English communication skills and willingness to work in night shifts are encouraged to apply - Candidates with prior experience in US/UK telecom or BFSI voice process preferred - Training period: 4-6 weeks of paid product and process training before going live
Voice process executive average salary
In India, Voice Process Executives earn 1.8-3.5 Lakhs Per Annum (LPA) CTC at the entry level, with night shift allowance adding ₹3,000-8,000 per month. Experienced executives (2+ years) earn 3-5 LPA. International voice processes (US/UK) pay 15-25% more than domestic voice processes. Bengaluru, Hyderabad, and Gurugram offer the highest pay.
Source: TeamLease Employment Outlook 2025; Indeed India BPO Salary Data 2025.
Benefits - CTC includes: Basic + HRA + Shift allowance + Performance incentive (monthly, based on CSAT and FCR metrics) - Statutory: Provident Fund (PF), Employees' State Insurance Corporation (ESIC) (if gross ≤₹21,000/month), Gratuity (payable after 5 years) - Additional: Group medical insurance (₹3 lakh cover), annual bonus, night shift transport (cab pickup and drop within city limits) - Perks: Subsidised cafeteria, team outings, employee assistance program, learning platform access (Coursera, LinkedIn Learning)
Other details - Probation period: 3-6 months - Notice period: 15-30 days (7 days during probation) - Immediate joiners preferred: Yes - can join within 7-15 days - Bond / Service agreement: None typically; some BPOs require 12-month commitment with ₹25,000-50,000 damages if left early - Working days: 5-6 days a week (rotational week off) - Work mode: Work from Office (contact centre) - Shifts: Rotational shifts - primarily US night shifts (6:30 PM-4:30 AM IST). Domestic voice processes: general shift (9 AM-6 PM). - Cab facility: Free pickup and drop within 15-20 km radius for night shifts - Relocation support: Not provided
Selection process
1. Voice assessment: 5-10 minute telephonic or recorded assessment to evaluate English communication, accent neutralisation, and listening skills
2. Personal interview: 15-20 minute face-to-face or video interview covering communication confidence, customer handling approach, and availability for night shifts
3. Mock call / role-play: 5-minute simulated call with the interviewer acting as a customer - assess query handling, empathy, and script adherence
4. HR interview: Salary expectation, notice period, shift commitment, documents verification
5. Offer rollout (conditional on background verification)
How to apply - Platform: Apply through Naukri, Indeed, TeamLease, or walk-in to the nearest BPO delivery centre - Documents: Resume (PDF), Class 12 / HSC marksheet, Aadhaar card, 2 passport-size photographs - Timeline: Rolling applications; voice assessment and interview completed within 2-3 days - Walk-in: Walk-in interviews held every Monday, Wednesday, and Friday at 11 AM at the Bengaluru (Whitefield) office
Frequently asked questions
1. What does a Voice Process Executive do in India?
A Voice Process Executive handles inbound or outbound calls in a BPO/contact centre. They assist customers with queries, complaints, billing, and technical issues while following scripts and meeting KPIs like CSAT, AHT, and FCR. They work in shifts (often US night shifts) serving international clients.
2. What qualifications do I need to become a Voice Process Executive in India?
Class 12 / HSC pass is the minimum. We prefer graduation in any discipline. Strong English communication skills with a neutral accent are essential. Prior BPO experience is valued but freshers with good communication skills are trained.
3. What is the average salary of a Voice Process Executive in India?
Entry-level salary is 1.8-3.5 Lakhs Per Annum (LPA) plus night shift allowance of ₹3,000-8,000 per month. Experienced executives earn 3-5 LPA. US/UK voice processes pay 15-25% more than domestic processes.
4. How can I hire the right Voice Process Executive in India?
Use a recorded voice assessment as the primary screening tool - focus on clarity, pronunciation, and listening ability. Follow with a mock call simulation. For bulk hiring, partner with TeamLease, Quess Corp, or local BPO training institutes. Advertise on Naukri and Indeed targeting BPO hubs (Bengaluru, Hyderabad, Noida, Pune).