Job Title: Senior Analyst

Location: Noida(Sector 63)

Reports To: Team Leader / Process Manager Process Type: Outbound Voice Process Job Summary: We are seeking a motivated and articulate individual to manage customer interactions through outbound voice calls. The role involves addressing customer queries, providing information about banking products and services, resolving concerns, and ensuring a positive customer experience while meeting defined quality and productivity standards.

Key Responsibilities • Handle outbound customer calls per day related to banking products and services..

- Provide clear information and service support, ensuring first-call resolution wherever possible.
- Adhere to all process guidelines, quality standards, and compliance requirements.
- Maintain high standards of attendance, productivity, and schedule adherence.

Eligibility

Criteria • Robust verbal communication skills with clear articulation.
- Hands-on experience managing high-volume outbound customer interactions in a contact center environment.
- Willingness to work in a voice-based, customer-facing inbound process on a daily basis.
- Strong customer-centric attitude with excellent problem-solving skills.
- Demonstrates patience, empathy, and active listening while handling customer queries.
- Ability to follow defined processes, scripts, and compliance guidelines.
- Comfortable working in a performance-driven environment with productivity, quality, and adherence metrics.




- Willingness to work in rotational shifts as per business requirements.
- Displays positive behavior, resilience, and accountability in a fast-paced work environment.
- Proven track record of good attendance and schedule adherence.
- Open to receiving feedback and coaching for continuous performance improvement.
- Reliable, disciplined, and professional in conduct and work ethic.

Qualifications • Minimum qualification: Graduate in any discipline.

- Minimum 3 years of experience in a voice process/customer service role.
- Experience in BPO, BFSI, e-commerce, or telecom industries will be an added advantage. Shift &

Work Workplace • 24/7 rotational shifts. Candidates must be willing to work on weekends (Saturdays and Sundays) as required.

- Two weekly offs, which may include split week-offs based on business requirements.

Additional

Information • This is strictly an outbound calling role and not a specialist or escalation role.
- Pick-up and drop facilities are available from designated nodal points only, which may be located up to 2 km from the employee's residence. Performance-Linked Incentive (PLI) • Employees are eligible for a Performance-Linked Incentive (PLI) of up to 84000 K Per Year.
- PLI will be applicable only during the production phase and not during Training or OJT (On the-Job Training).
- PLI eligibility and payout are subject to operational metrics, individual performance, attendance, schedule adherence, and shrinkage targets.

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