Associate Analyst (Tax Compliance)

The Associate Analyst – Managed Services is a client-facing operations role focused on running outbound phone campaigns to US-based customers to collect sales & use tax exemption certificates. The role owns end-to-end outreach and follow-up for assigned customers, ensuring the right certificates are collected, validated, and updated in the client systems.In addition to outbound calls, the analyst supports email-based campaigns, exemption certificate validation, query resolution, and client account follow ups. Success in this role requires strong spoken and written English, a confident and professional phone presence, high attention to detail, and the ability to work to SLAs and volume targets in a fast paced, US-shift environment.Responsibilities:Run outbound calling campaigns to US customers to request missing or expiring exemption certificates, clearly explain requirements, and guide customers on how to submit documents.Handle customer questions and objections on calls in a calm, respectful, and professional manner, providing clear next steps.Log call outcomes and updates in tools such as ECM, Salesforce, and internal MS tools, maintaining complete and accurate records.Coordinate phone and email outreach (including reminders and follow-ups) to maximize certificate collection and meet campaign goals.Review and validate exemption certificates and related documentation against defined policies, SOPs, and audit requirements.Manage client queries and follow-ups (primarily via email), ensuring timely, accurate, and professional responses.Monitor assigned client accounts for overall certificate and campaign health, identify gaps or risks, and flag them to leads/managers with clear context.Meet or exceed agreed SLAs and KPIs (e.g., call volume, connect rate, quality, and accuracy) and contribute to process improvements such as refining scripts, checklists, and documentation.Requirements:Any Graduates, preferably Commerce / Finance / Accounting / Business will be with 1–2 years of experience in MNC / BPO / Shared Services / Customer Support / Collections / Tax or Compliance operations.Proven voice process experience (international US process strongly preferred); excellent spoken and written English with a clear, neutral accent and confident telephone presence.Strong customer-service mindset, resilience with high call volumes, and ability to plan work around SLAs and calling windows while surfacing risks early to leads/managers.Good analytical skills and high attention to detail; comfortable validating documentation and working with large volumes of data; proficient with Microsoft Excel / Google Sheets and familiar with CRM/ticketing tools (e.g., Salesforce) and collaboration platforms.Professional, positive, and collaborative; adapts to changing priorities, open to feedback, and willing to support process improvement and basic automation/AI-assisted ways of working.

Apply Now