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.
Transparent pronunciation and good voice modulation.
Robust 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 Workplace
24X7 Process, Split offs
[Work from Office]