Customer Service Analyst III

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description
The Customer Service Analyst III answers incoming calls as the initial contact point for customers. The role provides the first level of support/information and escalates calls to other departments when more specific assistance is required.

Voice Coach - Customer Service Operations

Location: Pune | Type: Full-Time

We are looking for an experienced Voice Coach to support the development of customer service associates by enhancing communication, customer engagement, and call handling effectiveness.

Key Responsibilities

• Conduct individual and group coaching sessions.
• Review customer interactions and identify communication improvement opportunities.
• Coach associates on voice quality, empathy, active listening, confidence, and call control.
• Partner with Operations and Quality teams to address communication-related performance gaps.
• Deliver workshops, refresher training, and onboarding support.
• Track coaching effectiveness and provide insights to leadership.

• 3+ years of experience in Voice Coaching, Training, Quality, or Customer Service Operations.
• Strong communication and facilitation skills.
• Experience coaching large frontline teams in a contact center/BPO environment preferred.
• Ability to analyze performance trends and drive measurable improvements.

• Improved quality and customer satisfaction scores.
• Reduction in communication-related defects.
• Increased associate confidence and engagement.
• Sustained improvement in customer interactions.

Allstate is dedicated to helping people live the good life every day and protect what matters to them most, whether it’s their home, car, or family.