Job Title: Voice Process Executive Analyst/Sr. Analyst
Location: Noida

Reports to: Team Leader / Process Manager

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 mortgage outbound customer calls professionally.
- Understand customer needs and provide accurate information or solutions.
- Maintain call quality standards in terms of tone, clarity, grammar, and active listening.
- Achieve daily/weekly/monthly targets for call handling, resolution rate, and customer satisfaction.
- Record and update customer interactions in the CRM system.
- Escalate unresolved issues to the appropriate department for timely resolution.
- Stay updated on product, process,



and system knowledge to provide correct information.
- Adhere to company policies, process guidelines, and compliance requirements.

Required Skills & Competencies

- Excellent verbal communication skills in English.
- Clear pronunciation and good voice modulation.
- Strong active listening and interpersonal skills.
- Ability to handle pressure and high call volumes.
- Problem-solving attitude with a customer-first approach.
- Basic computer literacy (MS Office, CRM tools, email handling).

Qualifications

- Minimum: 10+2 / Graduate in any discipline.
- 1–3 years of experience in voice process/customer service.
- Experience in [ INTERNATIONAL BPO/ US
- BFSI/ US - INSURANCE
- VOICE] will be an advantage.

Shift & Work Setting

- 24X7 Process, Split offs
- [Work from Office]

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