Job Description

Job Title: Voice Process Executive Analyst/Sr. Analyst

n

Location: Noida

n

Reports to: Team Leader / Process Manager

n

Job Summary

n

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.

n

Key Responsibilities

n

• Handle mortgage outbound customer calls professionally.

n

• Understand customer needs and provide accurate information or solutions.

n

• Maintain call quality standards in terms of tone, clarity, grammar, and active listening.

n

• Achieve daily/weekly/monthly targets for call handling, resolution rate, and customer satisfaction.

n

• Record and update customer interactions in the CRM system.

n

• Escalate unresolved issues to the appropriate department for timely resolution.

n

• Stay updated on product, process,



and system knowledge to provide correct information.

n

• Adhere to company policies, process guidelines, and compliance requirements.

n

Required Skills & Competencies

n

• Excellent verbal communication skills in English.

n

• Clear pronunciation and good voice modulation.

n

• Strong active listening and interpersonal skills.

n

• Ability to handle pressure and high call volumes.

n

• Problem-solving attitude with a customer-first approach.

n

• Basic computer literacy (MS Office, CRM tools, email handling).

n

Qualifications

n

• Minimum: 10+2 / Graduate in any discipline.

n

• 1–3 years of experience in voice process/customer service.

n

• Experience in [ INTERNATIONAL BPO/ US - BFSI/ US - INSURANCE - VOICE] will be an advantage.

n

Shift & Work Setting

n

• 24X7 Process, Split offs

n

• [Work from Office]

📌 Customer Service Specialist (India)
🏢 Anaptyss
📍 India