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Nacogdoches
San Antonio
Dallas
Lufkin
Nacogdoches
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What We Offer:Job Title : Customer Service Representative Job Location : Work From Office Location : Nacogdoches - Personalized Coaching and Specialized Training and Development Sessions
- Competitive Pay
- Tuition & Day Care Reimbursement
- Community Involvement Opportunities
- Paid Time Off
- Rewards & Recognition for Stellar Performance
- Opportunities for Advancement (Over 90% of our promotions are internal)
- Medical, dental, vision & life insurance.
- Company match for 401K
- Take inbound or make outbound calls to customers to discuss insurance loss draft claims
- Update customer information based on call interaction
- Provide quality service to clients through knowledge of products and services
- Handle all escalations with diplomacy, tact and respect.
- Track and monitor status of claims to assist in performing time-sensitive account maintenance before and after account processing cycles
- Follow up with customers to ensure satisfaction, respond to queries and solve or refer problems
- Perform loan checks and review loan history
- Proficient in English with strong communication skills
- Experience in customer support and client services
- Excellent phone etiquette and data entry abilities
- Familiarity with Microsoft Office and general computer skills
- Previous experience in a call center environment is a plus
- High school or equivalent (Required)
San Antonio
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Job Title : Client Services Associate Job Location : Work From Office Department : Full-time FLSA Status : Salaried Location : San Antonio What We Offer:
- 401(k)
- Health, dental, and vision insurance
- Life insurance
- Employee assistance program
- Paid time off
- Paid training
- Professional development assistance
- Tuition reimbursement
- Referral program
- Serve as the primary liaison for high-net-worth clients, ensuring every interaction is handled with professionalism, warmth, and attention to detail.
- Manage and maintain client accounts through CRM platforms such as Salesforce, tracking preferences, service history, and follow-up actions.
- Provide personalized guidance and tailored recommendations to enhance each client's experience with our luxury offerings.
- Maintain thorough and accurate records of all client interactions and transactions to support ongoing relationship development.
- Partner with the sales team to identify upselling and cross-selling opportunities that align with client needs and expectations.
- 1+ year of customer service experience (required).
- Proven background in account management within luxury or financial services sectors.
- Proficiency with Salesforce or similar CRM platforms; familiarity with SaaS tools is a plus.
- Strong sales instincts balanced with a genuinely client-first mindset.
- Outstanding verbal and written communication skills with the ability to build lasting rapport.
- Analytical thinking with the ability to leverage client data to improve service and engagement strategies.
- A solid understanding of luxury brand marketing and high-end client engagement principles.
- High school diploma or equivalent (Required)
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ESSENTIAL DUTIES AND RESPONSIBILITIESJob Title : HR Administrator Job Location : Work From Office Department : Human Resources Reports to : HR Manager Pay Grade : 17.00/hr Location : San Antonio Schedule & Shift : Mon-Fri, 8-5 - Assists HR Coordinator/Manager with maintenance of all employee records.
- Creates and updates employee files, accurately scanning/filing appropriate documentation.
- Examines employee files to answer inquiries and provides information to authorized persons.
- Assists with HR record keeping requirements that are campaign-specific to ensure HR compliance
- Administers drug screenings consistently and according to established procedures; maintains and properly files documentation; Notifies applicant/employee of drug screen results, using discretion where appropriate.
- Conducts new employee on-boarding including orientation and completion of new-hire paperwork. Prepares and uses required electronic and printed materials.
- Coordinates record corrections with various departments such as I.T., Training, Recruiting, HR, or team leaders as needed. Monitors and performs HR record keeping requirements that are campaign-specific and ensures HR compliance.
- Develops and maintains a resource binder for the drug screening policy and procedures both electronic and hard copy. Maintain drug screen results on designated spreadsheet trackers.
- Assists in training other HR staff in administering drug screenings.
- Compiles data, such as from personnel or other records, and prepares reports.
- Assists with planning center activities, creating publicity, taking pictures, and submitting newsletter articles.
- Initiates criminal background investigations by entering pertinent information on applicants and new employees, retrieves and reviews search results for compliance with company hiring policies, and files results. On occasion, as directed by the HR Manager, may inform new employees of adverse results received resulting in termination. Assist with internal arrest notification.
- May perform exit interviews, via phone or in person, of terminated employees as assigned.
- May conduct/set up prescreens for internal and external applicants/positions posted, when requested.
- May assist in conducting applicant interviews for hourly positions on occasion.
- Works with Recruiting team, assisting with new hire process including assessment tests, drug screening and paperwork.
- Assists the HR Department in organizing and participating in community “Give Back” service projects on behalf of the company. Actively serve on or contribute to an employee team within the assigned center.
- Assists in answering employee questions and directing to resources available.
- Completes special projects and other tasks as assigned by HR Coordinator/Manager consistent with skill set and knowledge.
- Performs duties as backup Receptionist as required including answering a multi-line phone, transferring calls, sorting mail, greeting/welcoming visitors, vendors and clients, administering employment applications/testing, recording miscellaneous payroll deductions, ordering headsets and badges.
- Builds strong relationships with leader, team members and peers across departments.
- Is open and responsive to consistent coaching; takes an active role in performance planning and goal setting; participates in professional development and self-development activities.
- Acts as a role model at all times; adheres to high ethical standards.
- Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
- Is consistently dependable in terms of work schedule and attendance, follow-through, meeting deadlines, and acting with a sense of urgency.
- Is flexible in an environment by championing and embracing change.
- Follows all legal requirements relating to responsibilities.
- Follows company policies and procedures.
- Projects self and company positively by communicating/presenting information clearly and with a customer service focus both in person and via phone/email.
Dallas
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Job Title : Customer Service Representative Job Location : Work From Office Department : Full-time Location : Dallas Hours : 8 hour shift What We Offer:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
- Communicate with customers via phone to provide information about products or services
- Assist customers with product inquiries, purchases, and issue resolution
- Maintain customer records and update information in the database
- Collaborate with other departments to ensure customer satisfaction
- Previous experience in customer service or a related field preferred, plus sales experience
- Proficiency in English; bilingual or multilingual skills are a plus
- Strong communication skills, both verbal and written
- Ability to type efficiently and use office software applications
- Familiarity with call center operations is beneficial
- Excellent problem-solving skills
- High school or equivalent (Required)
- Dallas, TX 75247 (Required)
Lufkin
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What We Offer:Job Title : Customer Service Representative Job Location : Work From Office Department : Operations Location : Lufkin - Servant Leadership culture – we are here to support your success
- Career Development and personal growth opportunities
- Fun atmosphere with unique contests and incentives
- Lucrative comp plan
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
- Flexible Spending Account
- Paid time off
- Paid training
- Tuition reimbursement
- Daycare reimbursement
- Manage large amounts of incoming calls
- Handle sensitive customer information
- Responsible for highly sensitive information
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- You will be intaking verification/information for laws firms
- You will be receiving inbound calls from people who may be sick or have lost someone & are seeking a settlement.
- We are looking for people who have great note taking skills, can show empathy, be patient, active listening skills, & are critical thinkers.
- Proven customer support experience or experience as a client service representative
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma or GED
- Great job tenure
Nacogdoches
San Antonio
Dallas
Lufkin
Nacogdoches
No Job Openings At this location.
San Antonio
No Job Openings At this location.
Dallas
No Job Openings At this location.
Lufkin
No Job Openings At this location.
Montego Bay
Montego Bay
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Job Title : Team Leader Job Location : Work From Office Department : Operations FLSA Status : Salaried Location : Montego Bay What We Offer:
- Employee Referral Program
- Health and Life Insurance Benefit
- Free Shuttle Service
- Leadership Program
- Paid Training
- Career Advancement Program
- Bonuses and incentives based on campaign
- Monthly Rewards and Recognition and Birthday Club
- Opportunity to participate in Monthly Give Back Initiatives for the Community
- Tuition Reimbursement
- Sets expectations and leads team to achieve performance goals as established by leadership.
- Coaches and develops team of agents/representatives to achieve performance objectives.
- Administers Performance Management Process as needed to develop agent performance and behavior.
- Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, customer service/ records retrieval techniques and compliancy guidelines.
- Issues written and oral counseling for breach of conduct as outlined in the employee handbook.
- Responsible for periodic evaluations on all team members/ACT’s.
- Exhibits teamwork by building strong relationships with peers, superiors, and team members.
- Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting.
- Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
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What You’ll DoJob Title : Customer Service Representative Job Location : Work From Office Department : Operations Pay Grade : Competitive hourly rate of $600 Location : Montego Bay Schedule & Shift : Flexible shifts (Includes weekends & public holidays) - Build trust and deliver outstanding service.
- Handle inbound calls with empathy and professionalism.
- Guide customers through their questions and concerns.
- Help them stay on track toward financial stability.
- A minimum of 3 CXC subjects including English is required with a minimum of 6 months call center experience.
- No CXC a minimum of 6 months - 1 year Call Center experience is needed in customer service Voice.
- Candidate must be computer literate.
- Candidates must possess a Valid ID, TRN, and NIS.
- Candidate must be 18 years or older to be considered.
- Flexible to work any assigned Shift any day of the week including weekends and public holidays.
- HEART/NTA Customer Service Certificate is accepted.
- Problem solving skills- ability to access and research multiple sources of data.
- Candidates with the shortest distance to travel home
- Must have Sales & Retention & Customer Service experience
- Effective analytical problem-solving, and decision-making skills
- Effective organizational skills ability to access and research multiple sources of data.
- Ability to multitask and work under pressure.
- Strong attention to detail and critical thinking skills
- Able to effectively resolve problems and be efficient in a fast-paced environment
- Able to work in a team-oriented environment
- Bonuses & incentives based on performance.
- Tuition reimbursement to invest in your future.
- Free employee Wi-Fi.
- Free shuttle service for easier commuting. (SAV - LUCEA - FALMOUTH)
- Free lunch during training.
- Leadership & career advancement programs.
- Health & life insurance benefits.
- Monthly rewards & recognition for top performers.
- Employee referral program (with paid referrals)!
- Paid training with all the tools to succeed.
- Perfect attendance bonus.
- Employee engagement activities (competitions, theme days, birthday club).
Montego Bay
Montego Bay
No Job Openings At this location.
Gandhinagar
Vadodara
Gandhinagar
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Job Title : Project Lead – Data Analytics Job Location : Work From Office Department : Data Analytics Reports to : Assistant Director – Data Analytics Pay Grade : 15-18 lpa Location : Gandhinagar Job Type : Hybrid Schedule & Shift : 4 PM - 1 AM IST (Flexible per the requirement) What We Offer:
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
- Lead, manage, and mentor Lead Reporting Analysts and reporting team members; set clear performance expectations and conduct regular 1:1s, performance reviews, and development conversations.
- Identify skill gaps and create structured development plans; actively coach team members toward technical excellence and career advancement.
- Foster a culture of accountability, collaboration, and continuous improvement within the analytics team.
- Serve as the primary escalation point for team blockers, delivery risks, and cross-functional conflicts.
- Own end-to-end delivery of all reporting and analytics projects across the team; ensure outputs meet client expectations, data accuracy standards, and agreed timelines.
- Review and approve dashboards, SQL logic, data models, and reports developed by the team before client or leadership delivery.
- Establish and enforce data quality standards, documentation practices, and review protocols across all deliverables.
- Proactively identify and resolve data discrepancies, reporting gaps, and pipeline failures; drive root cause analysis and corrective action.
- Act as a senior point of contact for clients and internal stakeholders on reporting and analytics matters; manage escalations with confidence and professionalism.
- Lead and facilitate requirements-gathering workshops, reporting reviews, and executive briefings; translate complex data findings into clear, decision-ready narratives.
- Partner with Client Success, CXM Delivery, and Operations leadership to align reporting strategy with client program goals.
- Drive reporting automation, dashboard modernization, and process standardization initiatives across the team; champion migration to scalable BI platforms (e.g., Sisense).
- Identify opportunities to leverage data to surface actionable insights for clients and operations teams; move the team from reactive reporting to proactive analytics.
- Collaborate with IT, data engineering, and platform teams to improve data pipelines, source system integrations, and reporting infrastructure.
- Define and maintain reporting standards, data dictionaries, and documentation to ensure consistency and knowledge continuity.
- Manage team capacity and workload allocation; prioritize requests based on business impact, client urgency, and resource availability.
- Support hiring decisions, onboarding, and role structuring for the analytics function in partnership with the Director.
- Provide input into workforce planning, budgeting, and tooling decisions as the team’s operational lead.
- Proven people management skills with the ability to develop, coach, and retain technical talent in a fast-paced, client-driven environment.
- Strong technical proficiency in SQL (complex queries, stored procedures, performance tuning) and hands-on experience with BI platforms such as Sisense, Power BI, Tableau, or equivalent.
- Deep understanding of contact center operations, understanding of CRM tool (i.e. Salesforce, Genesys, AWSconnect, etc) different types of programs i.e. Inbound, Outbound, Chat (messaging), Email and CXM metrics (AHT, CSAT, FCR, SLA adherence, occupancy, NPS) and the ability to translate these into meaningful reporting frameworks.
- Understanding of call center domain and able to review Retention, attrition, turn over, resource utilization and provide analysis to make data driven decisions.
- Excellent stakeholder management and communication skills; comfortable presenting to clients, senior leadership, and cross-functional peers.
- Strong project management instincts with the ability to oversee multiple concurrent workstreams, manage team priorities, and maintain delivery quality under deadline pressure.
- Experience driving reporting modernization, automation, or BI migration initiatives from concept through execution.
- Sound judgment in data governance, reporting integrity, and documentation standards; a champion of data accuracy and transparency.
- Advanced proficiency in Microsoft Excel (Power Query, Power Pivot, DAX formulas, various look up functions) and familiarity with ETL tool (i.e. Talend) and processes and data warehousing concepts.
- Excellent written and verbal communication in English; ability to simplify complex data concepts for non-technical audiences and executive stakeholders.
- Bachelor’s degree in Computer Science, Information Systems, Business Analytics, Statistics, or a related field. Advanced degree or relevant certifications (e.g., PMP, BI platform certifications) are an advantage.
- Minimum 5–7 years of overall experience in analytics, reporting, or BI roles; with at least 3–4 years in a lead or managerial capacity overseeing a team of analysts.
- Demonstrated experience managing analytics delivery in a BPO, contact center, or CXM environment; strong familiarity with the data sources and reporting cadences common to these settings.
- Proven track record of managing client-facing reporting engagements from requirements through delivery, with the ability to manage scope, timelines, and expectations across multiple accounts.
- Hands-on experience with SQL Server and at least one enterprise BI platform (Sisense preferred); ability to review, guide, and quality-assure technical outputs produced by the team.
- Demonstrated ability to drive reporting process improvements, automation, or platform migrations at a team or department level.
- Experience collaborating across functions — IT, data engineering, operations, and client success — to deliver integrated analytics solutions.
- Strong history of developing team members and building a high-performance analytics culture.
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What We Offer:Job Title : Talent Acquisition Specialist Job Location : Work From Office Department : Talent Acquisition Pay Grade : 25k - 35k / month Location : Gandhinagar - Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
- Pre-screen & engage quality applicants interested to work with us
- Helps to coordinate participation in, sets up display, and works at job fairs
- Assists Talent Acquisition team to develop and maintain contacts with Colleges, alumni groups, Consultancies and other public organizations to find and attract quality applications
- Provides information on company facilities and job opportunities to potential applicants
- Should have good knowledge of using Social Media Tools for hiring candidates
- Should help organization in hiring candidates in a cost-effective manner
- Create, maintain and update online job ads as needed to ensure consistent pipeline of qualified candidates
- Reviews applications and screens applicants to obtain work history, education, training, job skills, and salary requirements.
- Performs virtual/non-virtual pre-screens and refers candidates for additional interviews within the organization
- Sourcing active & passive candidates from various channels available
- Graduate OR equivalent experience
- 1-3 years of experience of Talent Acquisition into a high paced environment
- Ability to effectively use ATS, job boards & social media channels to maintain a healthy pipeline for active & passive candidate/s
- Should have experience of mass hiring for front line customer service roles
- Ability to build a social following and engage with followers in a professional manner
- Well organised and structure approach to work & meet OR exceed deadlines and targets
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What We Offer:Job Title : Analyst I Job Location : Work From Office Department : Etech Insights Pay Grade : 21k - 35k / month Location : Gandhinagar - Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
- Completes quality audits in accordance with current campaign guidelines and uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards
- Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level
- Provides necessary feedback to operations or clients to ensure critical compliance and behaviour issues are reported or escalated, including unethical actions
- Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for recommendations
- Assists with routine and ad hoc requests
- Supports projects and initiatives within the department
- Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information
- Sends data and reports to account stakeholders if needed
- Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
- Be flexible in an environment by championing and embracing change
- Graduate or equivalent
- Minimum 1-year work experience; Quality experience is an added advantage
- Computer proficiency in MS Office
- Flexible in working hours is a must
- Good oral & written English skills and interpersonal communication skills
- Exceptional listening and analytical skills
- Ability to effectively organize, prioritize, multi-task and manage time
- Ability to work independently
- Excellent attention to detail
- Ability to exercise strict confidentiality in all matters
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Job Title : Database & BI Project Manager – SaaS Platform Job Location : Work From Office Department : Software Development Reports to : Project Delivery Head/ Director of Software Development Pay Grade : 26 - 27 LPA Location : Gandhinagar What We Offer:- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
Team Leadership & Management- Lead and mentor a team of 10+ resources including senior database developers, ETL engineers, and database administrators.
- Conduct performance reviews, resource allocation, and capacity planning to meet project demands.
- Foster collaboration between database, development, and DevOps teams to ensure seamless integration.
- Manage vendor and subcontractor relationships for database-related services.
- Design and architect scalable database solutions, data warehouses, and data lakes on AWS infrastructure.
- Oversee database administration including backup, restore, performance tuning, optimization, security, and disaster recovery
- Review and approve database schema changes, optimize query performance, and establish best practices
- Manage multi-database environments including SQL Server, PostgreSQL, MySQL, MariaDB, MongoDB, Snowflake, and AWS services (RDS, Aurora, Redshift, DocumentDB)
- Lead BI strategy and implementation including SSRS/Sisence/Any BI Tool reporting, dashboards, and data visualisation
- Define and implement data warehouse architectures (star/snowflake schemas), fact tables, dimensions, and cubes using SSAS
- Ensure data accuracy, accessibility, and governance across all BI platforms
- Partner with stakeholders to translate business requirements into technical solutions and reporting frameworks
- Oversee design, development, and deployment of ETL pipelines using Tools like SSIS, Talend, Azure Data Factory and AWS Glue
- Manage data integration from multiple sources (JSON, Excel, APIs) and ensure data quality standards
- Implement CI/CD processes for database migrations and ETL package deployments
- Plan, execute, and monitor database and BI projects ensuring on-time delivery within budget
- Develop project documentation, timelines, risk assessments, and status reports for senior management
- Coordinate cross-functional initiatives involving engineering, product, and analytics teams
- Drive cost optimization initiatives for AWS database services and infrastructure
- Bachelor's degree in Computer Science, Information Technology, or related field
- 10+ years of database development and administration experience with 3+ years in project/team management
- Proven experience managing technical teams of 10+ resources
- Expert-level proficiency in MS SQL Server, database design, and administration
- Strong experience with AWS database services (RDS, Aurora, RedshiX, DocumentDB, DynamoDB) and cloud architecture
- Hands-on expertise with ETL tools (SSIS, Talend, Azure Data Factory) and data warehousing concepts
- Proficiency in BI tools including SSRS, SSAS, Power BI, or similar platforms
- Experience with multiple database platforms: PostgreSQL, MySQL, MariaDB, MongoDB, Snowflake
- Strong SQL optimization, performance tuning, and troubleshooting skills
- Knowledge of data security, compliance (SOC 2, PCI DSS), and access control implementation
- Demonstrated ability to manage multiple concurrent projects in fast-paced SaaS environments
- Experience with Agile/Scrum methodologies and project management tools (Jira, Azure DevOps)
- Strong analytical skills for cost monitoring, resource planning, and project forecasting
- Excellent communication and stakeholder management abilities
- Strong problem-solving skills with attention to detail and quality assurance
- Ability to translate technical concepts for non-technical stakeholders
- Experience in requirements gathering and root cause analysis
- Bachelor’s / Master’s degree in Computer( M.Sc. IT, , MCA, B.Tech Computer Engineering, B.Tech Computer Science etc.)
- Background in SaaS multi-tenant architecture and database isolation strategies
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Job Title : Accounting Analyst Job Location : Work From Office Department : Etech Insights Pay Grade : 21k - 35k / month Location : Gandhinagar What We Offer:- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
- Responsible for AR billings in accordance with billing terms (ie, weekly, bi-weekly / monthly, monthly etc.)
- Responsible for researching and understanding billing discrepancies
- Responsible for effective communication with business partners on billing discrepancies
- Be able to convey billing discrepancies issues to management through analysis work
- Responsible for reconciliation of AR subledger vs general ledger
- Other assigned tasks as needed
- Available to work minimum 40 hours a week (8 hours a day – business hours)
- Detail oriented and be able to self-proof assigned tasks for accuracy
- Able to work independently as well as part of a team
- Conscientious, fast learner, adaptable
- Professional telephone and email etiquette
- Ability to work and thrive in a multi-tasked, fast paced environment
What We Expect You To Have:
- Accounting / Math / Business education background
- High level of proficiency and understanding of Microsoft Excel formulas
- One to two years work experience in the Accounts Receivable preferred
- General knowledge of Microsoft Access is a plus
- Proficiency with Dynamic GP is a plus
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Job Title : Full Stack Developer (Node.js and Angular) Job Location : Work From Office Department : Software Development Pay Grade : 12 LPA Location : Gandhinagar Job Type : Hybrid (3-days/week WFO) Schedule & Shift : UK Shift (2 PM - 11 PM) What We Offer:
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
Job Summary: We are seeking proactive Full Stack Developers to join our team and work on impactful web applications using technologies such as Node.js and Angular.What You’ll Be Doing:
- Design, build, and maintain web applications using Node.js and Angular
- Work with databases: MongoDB, MySQL, and MSSQL
- Implement real-time features with Socket.io and Redis
- Gather requirements directly from clients and communicate effectively in English
- Deploy and manage applications on one cloud platform: AWS, Azure, or GCP
- Ensure authentication using JWT and apply cryptography techniques for security
- Collaborate using Git and participate in team projects
- Document processes and optimize application performance
What We Expect You to Have:- Bachelor’s degree in Computer Science, Engineering, or related field
- 3–5 years of development experience with the above stacks
- Experience with real-time application development is a plus
- Strong client communication and requirement gathering skills
- Fluent in English
- Experience working with US-based projects and flexible work hours preferred
- Knowledge of React and ASP.NET is an added advantage
- Ability to work independently and in a team environment
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Job Title : Lead Analyst – Speech Analytics Job Location : Work From Office Department : Etech Insights Pay Grade : 40k - 60k / month Location : Gandhinagar What We Offer:
- Transportation allowance
- Canteen Subsidy
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
- Will initiate launching of audit process for new campaigns as assigned by Project Leader/Account Leader
- Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met
- Understand the SLA of the campaigns in the terms of QA support and ensure that those are met.
- Design Audit Forms, get it approved by Ops and Client and place it online in QEval
- Initiate MI/BI studies as and when required
- Take initiatives for process improvement
- Will possess overall knowledge of all the campaigns audited by EI
- Periodically monitor utilization, audit accuracy etc of the QA team
- Help in setting up calibrations and provide all assistance to QA Lead Interns/Asst. QA Leads in maintaining a smooth calibration process
- Maintain minimum 95% schedule adherence of self and the team
- Will act as role model for Leaders and Team Members of internal and external departments
- Must be accessible, available and flexible with shift timings
- Have an open attitude and avoid discounting, dismissing, or minimizing questions
- Maintain personal and professional boundaries, but avoid being distant or unapproachable
- Always lead by example
- Adhere to the policies and procedures of Etech
- Provide excellence when communicating with customers (internal and external)
- Be flexible in an environment by championing and embracing change
- Create a spirit of mutual learning, trust and respect
What We Expect You to Have:
- Graduate or equivalent experience in BPO call monitoring and auditing
- Must have minimum 2-3 experience in speech analytics
- Good technical knowledge needed. Should be aware about API, Metadata, Queries, Python language etc
- Must have worked as a leader
- Should be well versed with PPT and Advanced excel.
- Interpersonal skills & ability to influence
- Excellent written & verbal Communication skills including client interactions
- Planning and organisational skills
- Well organised and structure approach to work Ability to work to deadlines and targets
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What We Offer:Job Title : Analyst II Job Location : Work From Office Department : Operations Reports to : Lead Analyst/Lead Analyst II Pay Grade : 22K - 35K Location : Gandhinagar Job Type : Full Time - WFO Schedule & Shift : US Shifts - Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
- Create Speech Analytics language content for requested insights.
- Create searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment.
- Analyze recorded audio and audio-based data sets for critical insights, patterns, and trends to develop and communicate ROI opportunities to the management team.
- Make recommendations and define data strategies to solve critical business problems.
- Compile information through multiple sources, understand key performance indicators and spot trends and patterns. - Make recommendations and define data strategies to solve critical business problems.
- Accurate delivery of comprehensive analysis and reports.
- Package and deliver key findings and briefings providing detailed and summarized analysis along with recommendations for strategic decision-making.
- Craft documentation includes process maps, diagrams, manuals, charters and scopes.
- Collaborate and communicate effectively with the internal Program Manager, as well as business partners and stakeholders.
- Proactively identify and deliver actionable business insights based on indicators.
- Supports projects and initiatives within the department.
- Assists with routine and ADHOC requests.
- Be flexible in an environment by championing and embracing change.
- A minimum of a High School Diploma/high school grade 12 education, GED or equivalent is required.
- Experience leading small to medium sized projects involving complex data sets and high variability
- Minimum 6 MONTHS of experience using speech analytics technology to build categories, construct queries, and build reports
- Working knowledge of Lean and Six Sigma methodologies would be an added advantage.
- Computer proficiency in MS Office - Outlook, Word, Excel, and PowerPoint.
- Good oral & written English skills and interpersonal communication skills
- Exceptional listening and analytical skills.
- Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Ability to work independently.
- Excellent attention to detail.
- Ability to exercise strict confidentiality in all matters.
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What We Offer:Job Title : Assistant Trainer Job Location : Work From Office Department : Training and Development Reports to : Assistant Training Leader Pay Grade : 40k - 55k / month Location : Gandhinagar Job Type : Full Time - WFO Schedule & Shift : US Shift (Flexibility is required per Business/Client requirements) - Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
- Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
- Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems
- Trainer must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities.
- It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions
- On occasion Trainers write curriculum for Etech or its clients. Often times they get to write about a best practice they created or discovered that could benefit other Trainers
- Trainers are the subject matter experts on every facet of their campaigns and they are willing and able to pass this knowledge along to Training Apprentices, Assistant Trainers, and even fellow Trainers
- A Trainer is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!
- Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Trainers take this to the next level by teaching Training Apprentices and Assistant Trainers tips on how to epitomize these traits
- trainers have to change plans at a moment’s notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility
- A Trainer should have this skill mastered so well that Training Apprentices and Assistant Trainers can observe and learn from them
- Lead a training class is about creating a fun, engaging environment in which learning can flourish
- Bachelors or equivalent combination of education and experience.
- 2– 4 years’ experience in training and development.
- You enjoy the fast-paced nature of adapting on the fly to corporate changes.
- You thrive in challenging others to be creative problem-solvers and training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions.
- You desire a fun atmosphere that promotes interactive learning.
- You enjoy helping others succeed & our classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.
- You can lead with humility.
- You aren’t afraid to ask the tough questions.
- Be able to write what you teach.
- You bring others up to your expert status.
- You bring solutions, not problems.
- Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.
- Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
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Visit us: www.etechgs.comJob Title : Assistant Global Corporate Trainer Job Location : Work From Office Department : Global Leadership Development (Human Resources) Location : Gandhinagar What We Offer:
- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per the process
- Campaign Allowance
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
- Design & Develop Learning Programs: Collaborate with leaders to identify critical training needs and design effective solutions, including e-learning, workshops, and blended approaches.
- Deliver & Facilitate Training: Conduct engaging sessions using diverse methods like discussions, role-playing, and case studies, tailored to varied learning styles.
- Create Learning Materials: Develop comprehensive resources such as guides, presentations, and e-learning modules, leveraging innovative tools and technologies.
- Evaluate & Improve Training Impact: Assess program effectiveness using feedback, KPIs, and behavioral metrics, presenting actionable insights to stakeholders.
- Stay Updated & Drive Innovation: Research industry trends and integrate emerging technologies to enhance training programs.
- Collaborate & Communicate: Work with cross-functional teams to ensure alignment and maintain strong relationships with all stakeholders.
- 3–5 years of experience in corporate training or related roles with a proven ability to design and deliver impactful learning programs.
- Strong knowledge of adult learning principles, instructional design methodologies, and global training strategies.
- Proficiency in Microsoft Office Suite, Learning Management Systems (LMS), and e-learning platforms; experience with authoring tools is a plus.
- Excellent communication, presentation, and facilitation skills with the ability to engage diverse audiences across cultures and time zones.
- Strong analytical skills to evaluate training effectiveness and translate data into actionable insights.
- A Bachelor’s or Master’s degree in Human Resources, Education, Organizational Development, or a related field.
- Flexibility to work any schedule in a 24/7 call center environment.
- A global mindset and the ability to collaborate effectively with cross-functional teams.
- Passion for learning and development, with a drive to enhance organizational performance.
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Job Title : Implementation Manager Job Location : Work From Office Department : Program Implementation Location : Gandhinagar What We Offer:
- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Schedule Attendance Bonus as per process
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You'll Be Doing:
Description: The Implementation Manager will be responsible for Onboarding, New Product introduction and Content Creation projects for customers. This includes driving to value realization during the early tenure of customers. You will ensure our customers are getting the best practices for working, as well as providing necessary feedback internally to continually improve what we are bringing to market. As part of the Customer Operations team, the mission of this role is to successfully convert customers to long term, paying customers, create sound and repeatable processes for success in this endeavor.- Manage Onboarding/Free Trial implementations - Ensuring all steps are completed, and customers are seeing value as quickly as possible.
- Work with customers to help create content, adapt their training plans, help deploy the solution, and ensure that we deliver proven results.
- Hold training for clients, customized for their needs and implementation types.
- Track, report on, and solve issues with onboarding and trial customers, owning their success.
- Follow processes and tracking internally to report on progress and share learnings
- Manage internal calendars for implementation, scheduling with clients and keeping internal teams tracking towards completion.
What We Expect You To Have:
- Native or Bilingual Business level English
- 1+ years Project Management experience
- 1+ years customer facing experience – Sales, Sales Engineering, Account Management or CSM Preferred
- 1+ years training experience – facilitating, creating and organizing.
- Successfully managed multiple international clients facing projects at once
- Technically Savvy, can explain concepts like SSO, Generative AI, and APIs
- Has training experience with software.
- Strong and concise communicator – written and verbal.
- Thrives on customer interaction and providing customized recommendations.
- Instructional design background a plus – Being able suggest changes and best practices to training and coaching content and processes.
- Call center exposure and experience a plus
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Job Title : Reporting Analyst Job Location : Work From Office Department : Data Analytics Reports to : Lead Analyst II Pay Grade : 7 to 9 LPA Location : Gandhinagar Schedule & Shift : US Shift (Flexibility is required per Business/Client requirements) What We Offer:
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
- Design, build, and maintain BI dashboards (Sisense, Power BI, Tableau, or equivalent), Excel-based reports, and automated reports for operational and business intelligence programs.
- Translate business requirements into structured data models and visualization layers that surface actionable KPIs.
- Deliver recurring program performance reports (daily, weekly, monthly) with trend analysis and variance commentary.
- Maintain data pipelines and refresh schedules to ensure report accuracy and timeliness across all client programs.
- Conduct correlation, regression, and prediction analyses to identify performance drivers, churn risk patterns, and operational opportunities.
- Segment populations by performance tiers, tenure bands, and profile attributes to support learning optimization and business decisions.
- Perform root cause analyses on metric drops, escalation trends, and compliance failures.
- Build and maintain analytical models that link operational inputs with business outcomes (CSAT, handle time, repeat contacts).
- Write, optimize, and maintain SQL queries for data extraction, aggregation, and report generation across multiple data sources.
- Collaborate with the data engineering team on ETL pipelines, data validation checks, and schema documentation.
- Identify and resolve data quality issues proactively, maintaining a single source of truth for reporting metrics.
- Prepare client-facing executive dashboards with structured narrative framing, strategic recommendations, and ROI callouts.
- Present monthly performance reviews to internal program leads with data-backed commentary.
- A minimum of a Bachelor’s Degree (or equivalent) is required, preferably in a technical or quantitative field such as Computer Science, Information Technology, Engineering, Data Analytics, or a related discipline.
- 2+ years of experience in a reporting, analytics, or data analyst role within a contact center, BPO, or technology services environment.
- SQL: Proficient in writing complex queries including joins, subqueries, window functions, and aggregations for multi-table datasets.
- Experience with at least one SQL environment: Sisense, MySQL, PostgreSQL, SQL Server, or similar.
- Python Basics: Ability to write scripts for data manipulation, automation, and basic statistical analysis using pandas and NumPy.
- Comfortable reading and modifying Python scripts; not required to architect systems from scratch.
- BI Tool (Sisense preferred, or equivalent depth): Proficient in data modeling, calculated measures/formulas, custom visuals, and report publishing.
- Equivalent tools: Power BI, Tableau, Looker, or Qlik at comparable depth are acceptable alternatives.
- Statistical Analysis: Hands-on experience with prediction modeling, correlation analysis, and regression techniques applied to operational datasets.
- Microsoft Office Suite (Expert): Advanced Excel (pivot tables, Power Query, dynamic arrays, VBA macros), PowerPoint (executive deck creation), and Word (documentation).
- Analytical rigor: ability to challenge data anomalies and question assumptions before presenting findings.
- Structured communication: capable of organizing insights into a clear narrative with business context, not just raw numbers.
- Attention to detail: zero tolerance for figure discrepancies in client-facing deliverables.
- Self-directed: comfortable managing multiple active programs simultaneously with minimal supervision.
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Job Title : Process Analyst (Non-Technical) Job Location : Work From Office Department : Operations Pay Grade : 25k - 35k / month Location : Gandhinagar What We Offer:
- Transportation allowance
- Canteen Subsidy
- Health Insurance
- Tuition Reimbursement
- Attendance Bonus
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
- The candidate will manage daily operations of the legal portal, ensuring timely processing of requests and accurate data entry.
- Provide quality service to clients through thorough knowledge of products and services.
- Synchronize digital video depositions with transcript text and ensure precise alignment between video footage and corresponding transcript content
- Ensure time codes are sequential, accurate, and aligned with transcript content
- Correct or mark timestamps as needed to meet a minimum transcript accuracy of 98%
- Ensuring all tasks, data entries, and deliverables meet established standards of precision and consistency, with proactive checks to minimize errors and uphold service excellence.
- Adhering to organizational policies, legal standards, and regulatory requirements while actively partnering with cross-functional teams to ensure seamless execution of shared goals.
What We Expect You To Have:
- Undergraduate/Bachelor’s degree or equivalent experience in legal support, media processing, or related field
- Strong computer proficiency, including the ability to efficiently navigate software applications, manage digital workflows, and utilize productivity tools to support operational tasks.
- Familiarity with synchronization software preferred
- Strong attention to detail and organizational skills
- Excellent written and verbal communication skills
- Knowledge of court reporting workflows and e-filing procedures
- Planning and organisational skills
- Well organised and structure approach to work Ability to work to deadlines and targets
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Job Title : Customer Experience Specialist Job Location : Work From Office Department : Operations Pay Grade : 25k - 35k / month Location : Gandhinagar What We Offer:
- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You'll Be Doing:
- Take and engage chats to prospective customers in designated market area to qualify leads and explain type of service or product offered
- Respond to multiple inbound chats; gather and verify required information as appropriate.
- Communicate with current and prospective customers using Internet and different software to give information and answer questions regarding current promotions and new or upgraded products.
- Quote prices and encourages customers to buy. Secures and places orders with others for filling and arranges delivery date. Enter names, addresses, purchases, and reactions of prospects solicited into computer database system.
- Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems.
- Prepare report on sales activities - Sales Tracker Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
- Be flexible in an environment by championing and embracing change
What We Expect You To Have:
- HSC or above; age 18+
- Be Flexible in working hours which is a must
- Comfort with and knowledge of how to use Microsoft Office, email etc.
- Excellent oral and written communication skills; An unerring attention to detail
- The ability to multi-task answering numerous chats and navigating smoothly between chat and email
- A professional demeanour with the ability to take ownership of every chat and email and find a solution for every customer
- The ability to think on your feet in a fast-paced environment where messages over chat and email come fast and furious
- Experience working as part of a collaborative team - we work together to make sure shoppers have an exceptional customer experience every time they place an order
Vadodara
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Job Title : Risk Analyst I – Recovery Job Location : Work From Office Department : Operations Reports to : Lead Risk Analyst Pay Grade : 25k - 35k / month Location : Vadodara What We Offer:
- Transportation allowance
- Canteen Subsidy
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
What You’ll Be Doing:
Case Management & Recovery- Handle recovery tickets generated from multiple sources, including fraud reviews, alerts, RDRs, and chargebacks
- Proactively contact suppliers to request waivers using a defined outreach strategy (calls and emails)
- Follow the prescribed recovery workflow, including initial calls, follow-up emails, subsequent calls, and case closure
- Ensure timely follow-ups to maximize waiver approval and recovery outcomes
- Initiate outbound calls to suppliers to discuss recovery cases and negotiate waivers
- Send follow-up and confirmation emails summarizing discussions and outcomes
- Maintain professional and effective communication with external stakeholders
- Accurately document all interactions, outcomes, and waiver decisions in the ticketing system
- Update recovery status, financial adjustments, and transaction details in tracking tools
- Ensure records are complete, audit-ready, and compliant with internal standards
- Manage daily workloads consisting of new cases and follow-ups
- Meet defined productivity targets while maintaining high documentation accuracy
- Adhere to SLAs, quality benchmarks, and compliance requirements
What We Expect You to Have:
Experience- 0-1 years of experience in recovery, fraud operations, chargebacks, disputes, risk, or payments operations
- Experience handling supplier or merchant communication is preferred
- Strong verbal and written communication skills
- Ability to manage high-volume queues with structured follow-ups
- Good analytical and problem-solving skills
- High attention to detail and documentation accuracy
- Comfortable working with ticketing systems, spreadsheets, and internal tools
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Job Title : Risk Analyst I Job Location : Work From Office Department : Operations Pay Grade : 25k - 40k / month Location : Vadodara What We Offer:
- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
- This position is responsible for providing risk management on the sales/reservations side of our company
- Provide technology and fraud detection support with a core responsibility to include - analysing and managing network related fraud traffic, support for breach coordination (what/when/how, including customer impact) for fraud, legal, Corp. Security hand-off, daily and periodic monitoring, external and internal data requirements, data cleanliness and concurrency, reference sources of data to be used for customer and transactional behaviour modelling.
- Ensure data completeness, correctness and concurrency of data.
- Assist in detecting, analysing and authenticating fraudulent transactions in a card-not-present environment.
- Works closely with other Loss Prevention staff to identify fraud trends. Employee provides quality customer service to internal and external customers that meets and exceeds expectations
What We Expect You to Have:
- 2+ years of experience in risk management
- 1 year Analytics/Data Analysis Experience
- Experience with eCommerce domain is preferred and applicant should have International travel and geographical knowledge.
- Understanding of end-to-end Reconciliation Control process for Merchant Operations.
- Identify the opportunities of revenue recovery.
- Identify system level opportunities to improve Merchant Settlement processes and work with accounting teams for betterment of Settlement processes.
- Excellent interpersonal, verbal and written skills.
- Customer Service (Voice) experience is plus.
- Process re-engineering and improvement.
- Candidates have chargeback knowledge will be a value add.
- Salesforce knowledge is an added advantage.
- Ability to maintain performance in an rapid and ever changing work environment
- Ability to learn quickly and make on-the-spot decisions with limited information
- Demonstrated ability to meet deadlines, complete important time sensitive tasks & adapt quickly to last minute changes.
- Advanced level knowledge of Word, Outlook, Excel and Access Database. Experience in making reports and trackers.
- High School Diploma or GED Required/College Coursework preferred
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Job Title : Assistant Quality Manager- (Non Technical- BPO Domain) Job Location : Work From Office Department : Etech Insights Reports to : Data Engineer II/Data Engineering Leader I/II Pay Grade : 60k - 100k / month Location : Vadodara What We Offer:- Transportation allowance
- Canteen Subsidy
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
- Process Development & Optimization: Take accountability of campaign audit from launch to smooth running of audits, sending out periodical reports, daily feedback etc.
- Communication across Department: Will interact with PI to launch the audit process for new campaigns assigned by Insights Leader/Sr. Insights Leader. Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met.
- Quality Assurance Oversight: Design Audit Forms, get it approved by Ops and Client and place it online in QEval. Initiate MI/BI studies as and when required. Take initiatives for process improvement.
- Data Analysis & Reporting: Conduct regular analysis of QA metrics, trends, and performance data, prepare reports for senior leadership and provide actionable insights to improve service quality.
- Coaching & Feedback: Provide constructive feedback and coaching to agents based on QA evaluations, helping them improve their performance and customer interactions.
- Training: Train and develop new Analysts and/or Lead Analysts, ensuring they are equipped with the knowledge and tools to evaluate and support agents effectively.
- Cross-Department Collaboration: Work closely with team leaders, supervisors, and other departments to ensure QA findings are addressed and best practices are integrated into daily operations.
- Develop QA Standards: Establish and maintain clear quality standards, ensuring they align with the company’s customer service goals and objectives.
- Process related activities: Understand the SLA of the campaigns in terms of QA support and ensure that those are met. Initiate MI/BI studies as and when necessary.
- Meetings & Calibrations: This includes internal and external client meetings and calibration sessions – where the Lead Analysts II will help in setting up calibrations and provide all assistance to Analysts and Lead Analysts in maintaining a smooth calibration process
- Root Cause Analysis: Identify recurring issues or patterns in customer interactions, conducting root cause analysis to recommend improvements or training needs.
- Customer Satisfaction Focus: Ensure that the quality assurance process is aligned with the goal of delivering superior customer experience, helping the team meet KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR).
- Reporting & Documentation: Maintain accurate records of QA findings and agent performance. Provide periodic reports and insights on team performance, trends, and opportunities for improvement.
- Core Leadership tasks: As a leader within EI, responsible for overseeing a team of direct reports. Further, carrying out supervisory duties in alignment with the organization's policies and applicable laws, such as interviewing, hiring, and monitoring employees. Additionally, coach and develop team members, plan, assign, and direct work, appraise performance, and address employee concerns, while also rewarding and disciplining as needed to resolve issues and ensure smooth operations.
- Minimum of 3 years’ experience in quality management or contact center operations
- A minimum of a High School Diploma/high school grade 12 education (offshore locations), GED or equivalent is required.
- Proven experience leading a team, coaching, and providing performance feedback.
- Strong understanding of customer service principles and quality assurance standards.
- Familiarity with contact center technologies (CRM systems, call monitoring tools, reporting software).
- Excellent interpersonal, problem-solving and decision-making skills.
- Attention to detail and ability to identify trends and gaps in service quality.
- Ability to work independently and collaboratively in a fast-paced environment.
- Maintain a minimum 95% schedule adherence of self and the team.
- Must be accessible, available and flexible with shift timings.
- Personal: Excellent Written, Verbal English Communication skills and Excel (Data Analysis) are a prerequisite.
- Proven experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, etc.).
- Strong proficiency in Excel, including functions, formulas, data analysis, and reporting.
- Experience with Word formatting and document preparation.
- Ability to create and manage PowerPoint presentations and slideshows.
- Excellent time management and organizational skills.
- Basic SQL (Structured Query Language) & Python knowledge is essential for working with databases, extracting data, performing data analysis, data manipulation and automation
- Sufficient knowledge on Data Visualization and Storytelling to present complex data in accessible, persuasive and impactful ways and engage the clients/audience
- Accustomed to Common Statistical Functions that allow them to effectively analyze and interpret data, derive insights and make informed decisions.
- Advanced Analytics - Data mining techniques: this includes familiarity with uncovering hidden patterns in data, such as regression analysis, clustering or decision trees.
- Proficiency in BI tools requires analyzing and present data effectively.
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What We Offer:Job Title : Customer Service Representative Job Location : Work From Office Department : Operations Reports to : Ops – Team Leader Pay Grade : 25k - 32k / month Location : Vadodara - Transportation allowance
- Canteen Subsidy
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
- Must be flexible, enthusiastic and possess good interpersonal skills.
- Must be proficient in MS office products, i.e. Word, Excel, PowerPoint.
- Excellent interpersonal and communication skills (listening, verbal, written)
- May be asked to be available for on-call after hours phone support as needed by the business.
- Sitting for long periods of time in close proximity to a computer screen is required.
- Must be flexible, enthusiastic and possess good interpersonal skills.
- Must be proficient in MS office products, i.e. Word, Excel, PowerPoint.
- Excellent interpersonal and communication skills (listening, verbal, written)
- May be asked to be available for on-call after hours phone support as needed by the business.
- Sitting for long periods of time in close proximity to a computer screen is required.
- Excellent written and verbal communication skills that help represent diverse communities
- Experience working with diverse teams
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Job Title : Customer Experience Specialist Job Location : Work From Office Department : Operations Reports to : Ops - Team Leader Location : Vadodara What We Offer:
- Transportation allowance
- Canteen Subsidy
- Schedule Attendance Bonus
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You'll Be Doing:
- Take and engage chats to prospective customers in designated market area to qualify leads and explain type of service or product offered
- Respond to multiple inbound chats; gather and verify required information as appropriate.
- Communicate with current and prospective customers using Internet and different software to give information and answer questions regarding current promotions and new or upgraded products.
- Quote prices and encourages customers to buy. Secures and places orders with others for filling and arranges delivery date. Enter names, addresses, purchases, and reactions of prospects solicited into computer database system.
- Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems.
- Prepare report on sales activities - Sales Tracker Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
- Be flexible in an environment by championing and embracing change .
What We Expect You To Have:
- HSC or above; age 18+
- Be Flexible in working hours which is a must
- Comfort with and knowledge of how to use Microsoft Office, email etc.
- Excellent oral and written communication skills; An unerring attention to detail
- The ability to multi-task answering numerous chats and navigating smoothly between chat and email
- A professional demeanor with the ability to take ownership of every chat and email and find a solution for every customer
- The ability to think on your feet in a fast-paced environment where messages over chat and email come fast and furious
- Experience working as part of a collaborative team - we work together to make sure shoppers have an exceptional customer experience every time they place an order
Gandhinagar
Vadodara
Gandhinagar
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What We Offer:Job Title : Sr. AWS Administrator Job Location : Remote Department : IT / Cloud Operations Reports to : IT Director Pay Grade : 5-10 LPA Location : Gandhinagar Job Type : WFH/Hybrid Schedule & Shift : Rotational Shift (24/7 Coverage) - Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
- Design, deploy, and maintain AWS infrastructure including EC2, S3, RDS, VPC, IAM, Lambda, CloudFormation, CloudWatch, and other AWS services.
- Implement cloud security best practices including identity & access management, encryption, and monitoring.
- Automate provisioning, configuration, and deployment processes using Terraform, CloudFormation, or Ansible.
- Monitor system performance, troubleshoot issues, and implement high-availability and disaster recovery solutions.
- Collaborate with DevOps and development teams to deploy applications in AWS securely and efficiently.
- Manage cost optimization initiatives to ensure efficient resource usage.
- Maintain backup and recovery strategies for critical workloads.
- Create and maintain technical documentation, SOPs, and runbooks.
- Conduct regular audits of cloud infrastructure to ensure compliance with organizational and regulatory standards.
- Provide mentorship and guidance to junior cloud administrators.
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 5+ years of experience managing AWS environments in medium to large-scale organizations.
- Strong expertise in AWS core services: EC2, S3, RDS, Lambda, VPC, Route 53, CloudFront, CloudWatch, IAM.
- Experience with Infrastructure as Code (IaC): Terraform, CloudFormation, or Ansible.
- Proficiency in scripting languages such as Python, Bash, or PowerShell.
- Solid understanding of networking concepts: VPCs, subnets, VPNs, security groups, and firewalls.
- Knowledge of cloud security frameworks and compliance (e.g., CIS AWS Foundations, ISO 27001).
- Strong troubleshooting, problem-solving, and performance tuning skills.
- AWS Certifications such as AWS Certified Solutions Architect – Professional or AWS Certified SysOps Administrator – Associate.
- Experience with containerization and orchestration: Docker, Kubernetes, ECS, or EKS.
- Familiarity with CI/CD pipelines and DevOps practices.
- Experience with hybrid cloud environments (on-prem + AWS).
- Strong analytical and organizational skills.
- Excellent communication and collaboration skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Detail-oriented with a focus on reliability, security, and scalability.
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Job Title : Lead Reporting Analyst Job Location : Remote Department : Data Analytics Reports to : Assistant Director – Data Analytics Pay Grade : 15 - 18 LPA Location : Gandhinagar Job Type : WFH (Need to visit office once in 3-4 months) Schedule & Shift : US Shift (Flexibility is required per Business/Client requirements) What We Offer:- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
ESSENTIAL DUTIES:- Engage directly with clients to gather, clarify, and document reporting requirements; serve as the primary point of contact for all CXM reporting needs across internal and external stakeholders.
- Translate client business requirements into technical reporting specifications; explain data capabilities, methodology, and report logic to non-technical stakeholders in a clear and accessible manner.
- Lead requirements-gathering sessions, workshops, and review meetings with clients; manage expectations on timelines, scope, and deliverable quality throughout the reporting lifecycle.
- Design, develop, and maintain BI dashboards and performance reports tracking key contact center KPIs including AHT, FCR, CSAT, SLA adherence, abandonment rate, occupancy, and agent productivity.
- Build and manage dashboards and visualizations using BI tools such as Sisense, Power BI, Tableau, or equivalent; develop and maintain data models to support evolving reporting requirements.
- Monitor trends across CXM data sets and provide proactive, data-driven insights and recommendations to operations teams and client leadership.
- Write, optimize, and maintain complex SQL queries to extract, transform, and analyze data from relational databases; perform root cause analysis on data discrepancies and resolve reporting issues.
- Maintain data integrity, documentation of reporting logic, definitions, and data lineage to ensure consistency and transparency across all client-facing deliverables.
- Package and present key findings, briefings, and performance summaries to clients and leadership in a clear, concise manner; tailor communication style to the audience – technical teams and executive stakeholders alike.
- Craft documentation including process maps, reporting definitions, data dictionaries, and scope documents to support knowledge transfer and operational continuity.
- Collaborate with data engineering, IT, and operations teams to ensure proper data pipelines, source system integrations, and accuracy of data feeding into reporting platforms.
- Manage multiple reporting requests simultaneously; prioritize based on business impact, client urgency, and deadlines while maintaining consistent delivery standards.
- Support and assist with routine and ad-hoc reporting requests; champion a continuous improvement mindset and be flexible in a dynamic, client-driven environment.
- Strong client-facing and stakeholder communication skills; ability to engage confidently with clients, understand their needs, and explain complex data concepts in simple, business-friendly language.
- Proficiency in SQL (complex queries, joins, aggregations, stored procedures, performance tuning) for data extraction, transformation, and analysis from relational databases.
- Hands-on experience with a BI tool (Sisense, Power BI, Tableau, QlikView, or equivalent) to design dashboards, build visualizations, and present data compellingly to varied audiences.
- Sound understanding of contact center operations and CXM metrics (AHT, CSAT, FCR, SLA adherence, NPS, occupancy) and their business significance.
- Ability to effectively organize, prioritize, and manage multiple reporting deliverables concurrently under deadline pressure while maintaining high quality and accuracy.
- Excellent attention to detail with a strong commitment to data accuracy, consistency, and report integrity across all deliverables.
- Good oral & written English skills; ability to exercise strict confidentiality in all client and data matters.
What We Expect You To Have:
- A minimum of a Bachelor’s degree in Computer Science, Information Systems, Statistics, Business Analytics, or a related field. High School Diploma/GED may be considered for candidates with significant demonstrated experience.
- Minimum 4–6 years of overall experience in a reporting, analytics, or BI analyst role; with at least 2–3 years specifically working in a client-facing or CXM capacity within a call center or BPO environment.
- Demonstrated experience leading client requirements-gathering engagements – ability to ask the right questions, manage scope, and translate business needs into reporting solutions.
- Proficient in Microsoft SQL Server – writing and optimizing complex queries, stored procedures, and performing data extraction and analysis from large operational datasets.
- Hands-on experience building dashboards and reports in a BI platform such as Sisense (preferred), Power BI, Tableau, Looker, or equivalent.
- Strong understanding of contact center KPIs, CXM frameworks, and operational metrics; familiarity with workforce management tools and call center platforms (e.g., Genesys, Avaya, NICE) is an advantage.
- Advanced proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, pivot tables, Power Query, macros) for supplementary analysis and report development.
- Exposure to ETL processes, data warehousing concepts, or data modeling (star schema, snowflake schema) is a must
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Job Title : Moodle Developer Job Location : Remote Department : Software Development Reports to : Project Delivery Head Pay Grade : 12-18 LPA Location : Gandhinagar Schedule & Shift : 02.30 PM to 11.30 PM IST What We Offer:
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
- Assist in maintaining and supporting the Moodle platform to ensure smooth day-to-day operations.
- Support customization of Moodle themes and plugins as per project requirements.
- Monitor system performance and report issues related to scalability, security, or reliability.
- Assist in implementing new features under the guidance of senior team members.
- Troubleshoot and resolve routine Moodle-related technical issues.
- Coordinate with Moodle administrators to support user experience enhancements.
- Help with third-party integrations and basic API configurations.
- Ensure regular updates and security patches are applied to the Moodle platform.
- Ensure data protection compliance
- Maintain documentation of configurations, updates, and support activities.
- 2–4 years of experience in Moodle administration or development.
- Basic to intermediate knowledge of Core PHP and MySQL.
- Understanding of Moodle architecture and database structure.
- Familiarity with Moodle plugin and theme customization.
- Basic knowledge of SCORM.
- Experience with version control systems such as Git or Bitbucket is preferred.
- Knowledge of HTML, CSS, JavaScript, and jQuery.
- Strong problem-solving skills and willingness to learn.
- Exposure to cloud environments is an added advantage.
- xAPI knowledge is a plus.
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What We Offer:Job Title : AI Engineer Job Location : Remote Department : Software Development Reports to : Machine Learning Developer Pay Grade : 22-25 LPA Location : Gandhinagar Schedule & Shift : 2:30 PM to 11:30 PM IST - Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
- Design, build, and deploy LLM-driven applications (e.g., document summarization, RAG-based QA, chatbots).
- Work with open-source LLMs using platforms like Ollama and Hugging Face.
- Implement Lang Chain and Lang Graph workflows for multi-step, multi-agent task resolution.
- Build and optimize RAG (Retrieval-Augmented Generation) systems using vector databases.
- Collaborate with cross-functional teams to ship features to production.
- Stay up to date with the latest in open-source LLMs, model optimization (LoRA, quantization), and multi-modal AI.
- 3–5 years of hands-on experience in AI/ML engineering.
- Proficient in Python, PyTorch, and Hugging Face Transformers.
- Proven experience with Lang Chain and Lang Graph for LLM workflows.
- Familiarity with Ollama, Mistral, LLaMA, or similar open-source LLMs.
- Experience working with vector stores (Qdrant, Pinecone, Weaviate, FAISS).
- Skilled in backend integration using FastAPI, Docker, and cloud platforms.
- Solid grasp of NLP, LLM reasoning, prompt engineering, and document parsing.
- Experience with LangServe, OpenAI tool/function calling, or agent orchestration.
- Background in multi-modal AI (e.g., image + text analysis).
- Familiarity with MLOps tools (MLflow, Weights & Biases, Airflow).
- Contributions to open-source GenAI projects.
- Understanding LLM safety, security, and alignment principles.
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What We Offer:Job Title : Support Engineer Job Location : Remote Reports to : Lead Engineer II - Product Support Pay Grade : 9 LPA Location : Gandhinagar Schedule & Shift : 1:30 PM – 10:30 PM / 3:30 PM – 12:30 AM / 4:30 PM – 1:30 AM / 5:30 PM — 2:30 AM (Flexibility is required per Business/Client requirements) - Canteen Subsidy
- Night Shift allowance as per the process
- Campaign Allowance
- Health Insurance
- Tuition Reimbursement
- Internal movement through IJP
- Deliver first-class support across our global customer base and exceed our customers' expectations.
- Collaborate cross-functionally with internal teams (e.g. Managed Services, Product, Engineering), providing key product insights and development opportunities.
- Provide timely expert advice and speedy resolutions to support cases and resolve escalated cases from first-level support.
- Own the investigation and resolution of complex cases while escalating cases to the next tier of our support organisation, as needed.
- Contribute to process improvement initiatives in the support organisation.
- Create and refine knowledge base articles.
- Collaborate closely with the other global support regions - North and South America, Europe, Australia, and Asia.
- Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team.
- Support high-severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule.
- Solves Problems with Efficiency - Skilled at analysing problems, determining the root cause(s), and finding the optimal resolution. Collaborates, Decision Quality, Nimble learning, and Manages Ambiguity.
- Has a Bias for Action - Prioritises work, sets deadlines, and delivers results. Action-oriented, Drives results, Ensures accountability, Plans and Aligns.
- Continuous Improvement and Innovation - Proactively find opportunities for improvement; appropriately leverages technology, and optimises processes to improve organisational performance.Tech Savvy, Being Resilient, Optimises Work Processes, Cultivates Innovation.
- Enables the Success of Others - Find value in helping others succeed. Effectively leverage their knowledge and experience to multiply the impact of those around them. Customer Focus, Interpersonal Savvy, Manages complexity, Strategic Mindset.
- Bachelor’s degree or equivalent work experience. Good understanding of JavaScript, XML, HTML, and CSS.
- Knowledge of SaaS technologies and platforms Experience with the client platform and Salesforce Service Cloud is a plus.
- 3 + years (s) of experience working in a Salesforce Case Management tool, technical, support, or customer service-focused environment.
- Excellent verbal and written communication skills in English.
- Team player who can lead and make decisions in difficult and ambiguous situations.
- Experience working in a startup environment.
- Able to respond to on-call notifications within 30 minutes to support high-severity incident management, including on weekends & holidays, as part of a rotating on-call schedule.
- Able to complete the Personal Identity Verification (PIV) background approval process. [US employees only]
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Job Title : Business Analyst Job Location : Remote Department : Operations Reports to : Operations Manager Pay Grade : 10-11 LPA Location : Gandhinagar Job Type : Remote Schedule & Shift : 3:30 PM - 12:30 AM (flexibility required per the business needs) What We Offer:
- Canteen Subsidy
- Night Shift allowance as per the process
- Campaign Allowance
- Health Insurance
- Tuition Reimbursement
- Internal movement through IJP
- Strategic Consulting & Insights: Analyze and interpret customer and employee experience data within the platform to identify trends, pain points, and growth opportunities. Present findings through compelling storytelling that drives executive action.
- Maximizing Client ROI: Act as a trusted advisor to ensure the client isn't just "using the tool," but extracting real business value—optimizing processes and improving key performance indicators (KPIs) through the platform.
- Value-Based Solution Design: Translate complex business objectives into sustainable technical architectures, ensuring every system configuration is directly linked to a desired business outcome.
- Technical & Functional Health Management: Proactively oversee account performance, ensuring the technical solution evolves in lockstep with the client's strategic needs.
- Cross-Functional Collaboration: Work closely with Product and Sales teams to align Client’s capabilities with the long-term visions of the world’s most influential brands.
- Analytical Mindset: Proven ability to analyze large volumes of data and synthesize them into clear, actionable recommendations.
- High-Impact Communication: Ability to present insights to C-suite executives, translating technical complexities into business language.
- Results Orientation: An obsessive focus on client success and platform adoption as a driver of organizational change.
- Bachelor’s degree, or equivalent experience, with demonstrated interest in technology, including comfort with technical concepts and self-guided learning
- Technical experience including Javascript, HTML, XML
- Understanding of data transfer protocols such as SFTP, API, SSH Keys, PGP Keys
- Experience following company and regional Data Security & Compliance rules/regulations
- Capable of working independently and supporting technical implementation projects
- Excellent analytical, organizational and time management skills
- Excellent communication and presentation skills
- Demonstrated exposure to the full software lifecycle from requirements, design, setup, to the review process
- Ability to understand, synthesize, and translate between business problems and technical concepts
- Growth-minded; desire for continuous learning and proactively driving initiatives for improvement
- Thrive in a high-growth, fast-paced environment
- Ability to obtain a U.S. Government Security Clearance
- Be a Catalyst for Change: You will have the opportunity to directly influence how the world’s largest brands interact with their customers.
- Culture of Innovation & Consulting: Join a team that values intellectual curiosity, where your analytical skills have a direct impact on both our product and the client’s strategy.
- The Gold Standard in CX: Work with the market-leading technology in Experience Management (XM), powered by the most advanced AI, within a global environment of continuous learning and collaboration.
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Why Join Etech?
Etech is an equal opportunity employer. The team comprises of people with many diverse work and life experiences. Etech offers career opportunities for those looking to develop and enhance life skills. Some of these include the ability to communicate effectively, build trust, and function in a team environment.
The nature of Etech’s business, which is about people communicating with people, ensures the ongoing development of the portable “skills for life”. Etech cares about your career growth because we know that our employees are our most valuable asset.
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The Etech Teamwork Journey
“I’ve learned to be an effective leader,
who’s able to coach and develop
agents to meet the required Goals.
Alongside this, I love that recognition
is given for every accomplishment.”
Jody Watson
Operation Intern
“I’ve advanced from a Customer
Service Rep to a Vice President at
Etech.
I’m so thankful for my mentors
who helped me get here.”
Patrick Reynolds
VP Partners Strategy
My journey at Etech began Sep
tember 2005. I’ve learned pa
tience, adaptability, persistence,
how to rely on my co-workers, and
valuing what everyone brings to
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