| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Process Team Leader |
| Direct reports | None |
| Experience | Fresher or up to 2 years in a back-office process |
Non Voice Process Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Non Voice Process Executive
Department: Customer Support
Reports to: Process Team Leader
Location: [City], [office, branch or site]
About the role
A Non Voice Process Executive handles back-office work without customer calls, such as data processing, transaction handling, or email and chat support. They complete each task accurately and within turnaround, following the process and quality rules. The role suits people who work carefully and steadily rather than on the phone. A good Non Voice Process Executive processes work accurately and at pace, keeps error rates low, meets turnaround and quality targets, follows the process exactly, and clears their queue consistently without needing constant supervision.
Key responsibilities
- Process back-office tasks such as data entry, transactions, email or chat accurately.
- Complete each task within the turnaround and quality standard for the process.
- Follow the process steps and checks exactly on every task.
- Update the system and records correctly for each item processed.
- Check your own work to keep the error rate below the target.
- Clear the assigned queue and backlog within the agreed limits.
- Escalate unusual or exception cases through the correct process.
- Coordinate with other teams on items that need them.
- Meet daily productivity and quality targets for the process.
- Flag recurring errors or process issues to the team leader.
Requirements
- Class 12 pass or a graduate
- Good typing and computer skills
- Attention to detail
- Fresher or up to 2 years in a back-office process
KRAs and KPIs for a Non Voice Process Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Accuracy | Processing accuracy above the target with errors below the agreed level |
| Productivity | Items processed per shift at or above the process standard |
| Turnaround | Tasks completed within the turnaround target |
| Queue clearance | Assigned queue and backlog cleared within the agreed limits |
| Compliance | Process steps and checks followed on every task |
Skills and tools
Tools used day to day: Process application, MS Excel, Email and chat tools, Data entry system, Knowledge base.
Reporting line and career path
Next roles: Senior Process Executive, Process Team Leader, Quality Analyst
Interview questions for a Non Voice Process Executive
- How do you keep accuracy high on repetitive processing work?
- How do you balance speed and accuracy to meet targets?
- How do you check your own work for errors?
- What do you do with an exception case?
- How do you clear a backlog without dropping quality?
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What does a Non Voice Process Executive do?
A Non Voice Process Executive handles back-office work without customer calls, such as data processing, transaction handling, or email and chat support. They complete each task accurately and within turnaround, following the process and quality rules. The role suits people who work carefully and steadily, and they are measured on accuracy, productivity and queue clearance.
What is the difference between voice and non-voice process?
A voice process involves talking to customers on calls. A non-voice process is work without calls, such as data entry, transactions, email or chat. Voice suits confident speakers; non-voice suits people who prefer written or processing work and strong accuracy. Both follow a defined process and are measured on quality and productivity.
What qualifications does a Non Voice Process Executive need?
A class 12 pass or a graduate degree with good typing and computer skills and attention to detail is usually enough. No prior experience is needed for many roles. Employers value accuracy, speed and the discipline to follow a process exactly, since the work depends on getting each item right.