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Location
In office (Chennai)
Seniority
Senior · 2+ years exp
Confirmed on the employer's own hiring board on Nov 11, 2026. First seen by Alion on Nov 11, 2026. Digitide Solutions scores B on the Alion truth index.
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Digitide Solutions is an IT services and business process management company headquartered in Bengaluru, delivering cloud, cybersecurity, data and AI, digital engineering, ERP and low-code services together with customer experience, collections, finance and accounting and HR outsourcing. Formed out of the technology and BPM businesses of Quess Corp, it employs about 55,000 associates across 40 locations in five countries and serves over 500 enterprises in banking, insurance, healthcare and manufacturing. Most openings are for customer service and support associates, sales and branch operations executives, collections team leaders and trainers, with some engineering and architect roles.
Alldigi Tech Limited is seeking a results-focused Senior Analyst to join our CLM International team. In this role you will oversee voice-based BPO operations serving US and UK customers, analyze performance data, and lead continuous-improvement initiatives to elevate service standards and operational efficiency.
- Lead analysis and optimization of voice-based BPO processes for international clientele.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) for US/UK customers.
- Conduct root-cause investigations and implement corrective actions.
- Develop and maintain process documentation, SOPs, and knowledge bases.
- Collaborate with cross-functional teams to drive continuous improvement initiatives.
- Provide coaching and mentorship to junior analysts and support agents.
- Prepare and present performance reports to senior management.
- Manage escalations and ensure timely resolution of critical issues.
- Support implementation of new technologies and automation tools.
- Ensure compliance with data protection and industry regulations.
- Graduates are eligible.
- Minimum 2 years experience in BPO/customer support.
- Proven expertise in voice process management for US/UK markets.
- Strong analytical skills with proficiency in Excel, SQL, and reporting tools.
- Excellent communication and stakeholder management abilities.
- Ability to interpret and act on KPI/SLAs data.
- Experience with process improvement methodologies (Lean, Six Sigma).
- Familiarity with CRM and ticketing systems (e.g., Salesforce, Zendesk).
- Strong problem-solving mindset and attention to detail.
- Ability to work in a fast-paced, multicultural environment.
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