Job Title: Analyst/Senior Analyst
Location: Noida (Sector 63)
Reports to: Team Leader / Process Manager
Process Type: 100% Inbound – Voice
Job Summary
We are seeking a motivated and articulate individual to handle customer interactions via voice calls. The role involves addressing customer queries, providing product/service information, resolving concerns, and ensuring a positive customer experience, while meeting defined quality and productivity standards.
Key Responsibilities:
- Handle 70–100 inbound customer calls per day related to banking products and services
- Resolve Level 1 customer queries accurately within defined turnaround times
- Provide clear information, service support, and ensure first-call resolution wherever possible
- Follow all process guidelines, quality standards, and compliance requirements
- Maintain high standards of attendance, productivity, and schedule adherence
Eligibility Criteria
- Strong verbal communication skills with clear articulation
- Hands-on experience managing high-volume inbound customer interactions in a contact centre environment
- Willingness to work in a voice-based, customer-facing inbound process on a daily basis
- Strong customer-centric attitude with a problem-solving mindset
- Demonstrates patience, empathy, and active listening skills while handling customer queries
- Ability to follow defined processes, scripts, and compliance guidelines
- Open to a performance-driven work culture, including productivity, quality, and adherence metrics
- Willingness to work in rotational shifts as per business requirements
- Displays positive behaviour, resilience, and accountability in a fast-paced environment
- Proven track record of good attendance and schedule adherence
- Comfortable receiving feedback and coaching to improve performance
- Should be reliable, disciplined, and professional at work
Qualifications
- Minimum: 10+2 / Graduate in any discipline.
- 3+ years of experience in voice process/customer service.
- Experience in [BPO/BFSI/e-commerce/telecom] will be an advantage.
Shift & Work Environment
- Shifts: 24/7 rotational shifts. Must be willing to work on Saturdays and Sundays as required.
- Week Offs: Two days off per week, which may include split week offs based on business needs.
