Customer Service Associate – Outbound Verification – (WFO, Kolkata)

If you are searching for call center, BPO or customer service jobs in Kolkata that offer stable night-shift operations, structured processes, and international exposure, this role is designed for you. Fusion CX is hiring Customer Service Associates for an outbound verification process supporting global healthcare operations. This work-from-office role in Kolkata operates during US business hours (India night shift) and is ideal for professionals who are comfortable with outbound calling, documentation accuracy, and compliance-driven work environments.

Job Description:

About the Role
As a Customer Service Associate, you will handle outbound verification calls to providers and office staff to validate information accurately and within defined timelines. The role requires professional phone etiquette, strong attention to detail, and the ability to perform consistently in a high-volume outbound calling environment. In limited scenarios, you may also support inbound callbacks linked to prior outbound interactions.

Key Responsibilities
• Conduct outbound verification calls to providers and office staff as per assigned process guidelines
• Handle callback-driven inbound interactions related to verification activities
• Deliver professional, timely, and accurate customer service during all interactions
• Meet or exceed defined quality, productivity, attendance, and compliance standards
• Maintain strict confidentiality of all member and provider information
• Accurately document call outcomes and verification details in internal systems
• Work collaboratively with internal teams to ensure the timely resolution of verification cases
• Follow operational procedures, job aids, and communication protocols consistently
• Support service delivery objectives while maintaining data accuracy and call quality
• Responsibilities may evolve based on operational requirements

Job Requirements:

Education

• Minimum qualification: Higher Secondary or equivalent.  Graduate degree preferred

Experience & Skills

• Minimum 6 months of international call center experience preferred
• Experience with medical or healthcare verification processes is an advantage
• Typing speed of at least 25 words per minute with a minimum of 90% accuracy
• Working knowledge of MS Windows, Excel, and Outlook
• Ability to navigate multiple systems, documents, and browsers simultaneously
• Strong verbal and written communication skills
• Ability to speak clearly, listen actively, and communicate professionally over the phone
• Ability to talk and type simultaneously during live calls
• Ability to follow instructions, assess situations, and determine appropriate resolutions
• Willingness to pass communication and process assessments

Work Mode & Shift

• Work From Office (WFO)
• Location: Kolkata, India
• Shift: US business hours (India night shift)

Why Join Fusion CX?

Fusion CX offers high-volume customer service jobs in Kolkata within a disciplined, performance-driven outbound operations environment. Team members benefit from clearly defined roles, consistent workflows, and professional supervision in international processes. Beyond operational stability, Fusion CX focuses on building long-term employee capability through structured expectations, accountability, and exposure to global CX standards, making this a strong career foundation for contact center professionals in Kolkata. If you are seeking call center jobs or customer service job vacancies in Kolkata, apply now!