Job Title: Analyst/Senior Analyst
Location: Gurugram (Sector 59)
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:

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Handle 70100 inbound customer calls per day related to banking products and services
Resolve Level 1 customer queries accurately within dened turnaround ¢mes
Provide transparent informa¢on, service support, and ensure rst-call resolu¢on wherever possible
Follow all process guidelines, quality standards, and compliance requirements
Maintain high standards of a¢endance, produc¢vity, and schedule adherence
Eligibility Criteria
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Strong verbal communication skills with explicit articulation
Hands-on experience managing high-volume inbound customer interactions in a contact centre
environment
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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
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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
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Shi¢s: 24/7 rota¢onal shi¢s. Must be willing to work on Saturdays and Sundays as required.
Week Os: Two days o per week, which may include split week os based on business needs.
Shift , Work Environment and Variable Pay
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This is strictly an Inbound Calling Role and not a specialist/escala¢on role.
Pick-up and drop facili¢es are available from designated nodal points only, which may be up to 3 km
away.
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PLI Performance Linked Incen¢ve up to 1.20 LPA and that will be given in the produc¢on phase and
not in Training or OJT (On Job training) phase. PLI is subject to Opera¢onal Metrics, Performance,
A¢endance, Schedule Adherence and Shrinkage.

📌 Sr Analyst-International Voice (Uttar Pradesh)
🏢 NLB Services
📍 Uttar Pradesh