Key Responsibilities: Lead and manage a team of 10–20 chat support agents handling international clients. Monitor daily operations and agent performance to ensure productivity and quality targets are met. Provide real-time support and guidance to agents during chat interactions. Conduct regular coaching, training, and feedback sessions to develop team capabilities. Handle escalations and resolve customer concerns in a timely and professional manner. Prepare performance reports and share insights with management to improve operations. Ensure compliance with process standards, policies, and client requirements. Participate in workforce planning, rostering, and leave management. Motivate the team to achieve individual and team KPIs. Collaborate with quality and training teams to ensure consistent performance improvements. Key Requirements: Education: Graduate in any discipline (Bachelor’s degree preferred). Experience: Minimum 2–4 years in a BPO environment, with at least 1 year in a team leadership role within a chat/email process . Strong knowledge of customer service metrics (AHT, CSAT, FCR, etc.). Excellent written communication and interpersonal skills. Proficient in using CRM/chat tools, MS Excel, and reporting dashboards. Ability to work under pressure and manage multiple priorities. Flexibility to work in rotational shifts, including weekends if required. Preferred Skills: Experience handling clients from US/UK/Australia regions. Exposure to Lean/Six Sigma methodologies is a plus. Multilingual ability is an advantage. Job Types: Full-time, Permanent Pay: ₹350,000.00 - ₹500,000.00 per year Benefits: Commuter assistance Food provided Provident Fund Schedule: Day shift Morning shift Night shift Rotational shift Supplemental Pay: Performance bonus Shift allowance Work Location: In person Expected Start Date: 23/06/2025

Key Responsibilities: Maintain books of accounts using Tally Prime/ERP 9 Handle daily accounting entries : journal, sales, purchase, payments, and receipts Reconcile bank statements , ledgers, and intercompany accounts Prepare and file GST returns (GSTR-1, GSTR-3B) and TDS returns Assist in month-end and year-end closing Generate MIS reports , including profit and loss, balance sheet, and cash flow Maintain and update inventory records , payroll , and fixed asset register Coordinate with auditors for statutory audit, internal audit, and tax audit Ensure compliance with Income Tax, GST, and MCA regulations Required Skills: Tally Prime (mandatory) Microsoft Excel (pivot tables, formulas like VLOOKUP, SUMIF, etc.) Basic knowledge of GST , TDS , and Indian accounting standards Good understanding of invoice processing and bank reconciliation Familiarity with e-way bill generation and GST portals Qualifications: Bachelor’s degree in Commerce (B.Com, M.Com) CA Inter / CMA Inter (preferred, not mandatory) Preferred Attributes: Attention to detail and accuracy Strong analytical and problem-solving skills Ability to meet deadlines and work independently Good communication skills (English & Hindi/Odia) Job Types: Full-time, Permanent Pay: ₹180,000.00 - ₹240,000.00 per year Benefits: Commuter assistance Food provided Provident Fund Schedule: Day shift Morning shift Night shift Rotational shift Supplemental Pay: Performance bonus Work Location: In person Expected Start Date: 23/06/2025

Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to monitor and assess the quality of interactions between our customer service representatives and clients. The QA will ensure adherence to company policies, standard operating procedures (SOPs), and client requirements. This role involves auditing calls/chats/emails, providing feedback, identifying training needs, and driving continuous improvement in service delivery. Key Responsibilities: Monitor and evaluate voice/non-voice interactions (calls, chats, emails) to ensure service standards are met. Conduct regular audits using defined quality parameters and scorecards. Provide constructive feedback to agents and team leads to improve customer experience and performance. Analyze quality trends and recommend process improvements or training interventions. Collaborate with operations, training, and compliance teams to drive quality initiatives. Document QA findings, maintain audit records, and generate periodic reports. Participate in calibration sessions with internal teams and clients to ensure uniformity in scoring. Support new hire evaluations and process rollouts with quality guidance. Qualifications & Skills: Bachelor’s degree or equivalent experience. 3–5 years of experience in a BPO/Call Center QA role. Strong knowledge of customer service principles and BPO workflows. Excellent communication skills (written and verbal). Good listening, analytical, and problem-solving skills. Proficiency in MS Office (especially Excel) and QA tools (e.g., NICE, Verint, Calabrio). Ability to multitask, work independently, and meet deadlines. Preferred Skills: Exposure to Six Sigma or other quality frameworks is a plus. Experience in both voice and non-voice processes. Knowledge of CRM platforms (e.g., Salesforce, Zendesk) is an advantage. Key Metrics to be Evaluated On: Audit Accuracy & Volume Feedback Effectiveness Process Improvement Initiatives Calibration Scores Agent Performance Impact Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Benefits: Commuter assistance Food provided Provident Fund Schedule: Night shift Language: English (Preferred) Work Location: In person Expected Start Date: 01/08/2025

Job Summary: We are seeking a dynamic and experienced BPO Trainer to design, deliver, and manage training programs for new hires and existing employees. The ideal candidate will be responsible for enhancing employee skills, improving performance, and ensuring process compliance across voice and non-voice operations. Key Responsibilities: Conduct new hire training (NHT) and onboarding sessions for voice/non-voice processes. Deliver refresher training , upskilling, and cross-skilling sessions as required. Create and update training materials , SOPs, assessments, and e-learning content. Track and analyze training effectiveness using metrics like post-training scores, quality audits, and performance feedback. Collaborate with operations, quality, and HR teams to identify training needs and skill gaps. Facilitate soft skills, communication skills, product/process, and compliance training . Maintain training reports , attendance records, and feedback documentation. Ensure a high level of engagement, interaction, and learner satisfaction during training sessions. Coach and mentor agents during OJT (On-the-Job Training) . Stay updated with industry trends, tools, and BPO standards . Required Skills and Qualifications: Bachelor’s degree in any discipline. Minimum 3–6 years of training experience in a BPO or customer service environment. Excellent communication, presentation, and interpersonal skills . Proven ability to train across various BPO verticals (voice, email, chat, or blended). Strong facilitation , classroom management , and instructional design skills. Familiarity with learning management systems (LMS) and training analytics. Ability to handle multiple batches, deadlines , and dynamic process requirements. Certification in Train-the-Trainer (TTT) or similar will be an added advantage. Preferred Attributes: Flexible to work in rotational shifts/ night shift. Exposure to international processes or clients . Strong analytical and problem-solving mindset. Passion for coaching and continuous improvement. Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Benefits: Commuter assistance Food provided Provident Fund Schedule: Night shift Supplemental Pay: Performance bonus Language: English (Preferred) Work Location: In person Expected Start Date: 01/08/2025

About the job: Key responsibilities: 1. Handle customer queries through live chat, email, and messaging platforms. 2. Provide accurate, timely, and effective resolutions while maintaining high-quality service. 3. Understand customer needs and offer appropriate solutions or alternatives. 4. Follow communication scripts, policies, and procedures. 5. Escalate unresolved issues to higher support levels as needed. 6. Maintain detailed and accurate records of customer interactions. 7. Meet or exceed individual and team performance metrics (AHT, CSAT, QA, etc.). 8. Collaborate with team members to improve service delivery and processes. Who can apply: Only those candidates can apply who: have minimum 1 years of experience Salary: ₹ 2,00,000 - 3,00,000 /year Experience: 1 year(s) Deadline: 2025-07-24 23:59:59 Other perks: 5 days a week, Free snacks & beverages, Cab/Transportation facility, Health Insurance Skills required: Effective Communication Other Requirements: Graduate in any discipline (Undergraduates with relevant experience can also apply). Experience in e-commerce, SaaS, or technical support domains is advantageous. Minimum 6 months – 2 years of experience in a chat support or similar customer service role (preferably international process). Excellent written English communication skills. Typing speed of 35–40 WPM with high accuracy. About Company: Kalinga IT Enabled Services LLP is a Business Process Outsourcing (BPO) company located in Bhubaneswar, India, specializing in accounting and customer support services. They offer services such as bookkeeping, financial reporting, and customer service support via voice, chat, and email. The company also provides training and support for their agents, ensuring high-quality service delivery.