| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Customer Support Team Leader |
| Direct reports | None |
| Experience | Fresher or up to 2 years in a voice process |
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: Voice Process Executive
Department: Customer Support
Reports to: Customer Support Team Leader
Location: [City], [office, branch or site]
About the role
A Voice Process Executive handles customer calls on a specific voice process, inbound or outbound, following its script, steps and targets. They resolve the query or complete the call purpose, update the system, and keep quality and compliance on every call. The role is defined by the process they run. A good Voice Process Executive follows the process accurately, resolves the customer's need at first contact, keeps quality and compliance high, records each call correctly, and meets the handling-time, quality and resolution targets of the process.
Key responsibilities
- Handle inbound or outbound calls on the assigned voice process to its steps.
- Resolve the customer's query or complete the call purpose per the process.
- Follow the process script, steps and compliance rules on every call.
- Update the customer record and call disposition accurately in the system.
- Meet the handling-time, quality and resolution targets of the process.
- Escalate cases that fall outside the defined process correctly.
- Handle difficult callers politely and stay composed under pressure.
- Keep the product and process knowledge for the voice process current.
- Follow schedule and break adherence so the queue stays covered.
- Complete the after-call work before taking the next call.
Requirements
- Class 12 pass or a graduate
- Clear spoken communication
- Basic computer skills
- Fresher or up to 2 years in a voice process
KRAs and KPIs for a 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 |
|---|---|
| Call quality | Quality scores on audited calls above the process target |
| Resolution | First-contact resolution at or above the process target |
| Handling time | Average handling time within the process target |
| Productivity | Calls handled per shift at or above the process standard |
| Accuracy | Call dispositions and records logged accurately |
Skills and tools
Tools used day to day: Dialer and telephony, CRM, Knowledge base, Headset, MS Office basics.
Reporting line and career path
Next roles: Senior Customer Support Executive, Customer Support Team Leader, Call Quality Analyst
Interview questions for a Voice Process Executive
- How do you follow a voice process script while sounding natural?
- How do you resolve a customer's need at first contact?
- How do you keep quality high while meeting handling-time targets?
- What do you do when a call falls outside your process?
- How do you stay composed with a difficult caller?
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What does a Voice Process Executive do?
A Voice Process Executive handles customer calls on a specific voice process, inbound or outbound, following its script, steps and targets. They resolve the query or complete the call purpose, update the system, and keep quality and compliance on every call. They meet the handling-time, quality and resolution targets of the process and record each call accurately.
What is the difference between a Voice Process Executive and a Non Voice Process Executive?
A Voice Process Executive handles work over calls, talking to customers. A Non Voice Process Executive handles work without calls, such as data processing, email or chat. Voice suits confident speakers; non-voice suits those who prefer written or processing work. Both follow a defined process and are measured on quality and productivity.
Is a voice process job a good career start?
Yes, a voice process role is a common first job that builds communication, patience and process discipline, and pays from day one. Freshers can join with a class 12 pass or a degree and clear speech. Strong performers move up to senior executive, team leader, quality or training roles within a few years.