Job DescriptionJob Title: Voice Process Executive Analyst/Sr. Analyst
NLocation: Noida
NReports to: Team Leader / Process Manager
NJob Summary
nWe 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.
NKey Responsibilities
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- Handle mortgage outbound customer calls professionally.
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- Understand customer needs and provide accurate information or solutions.
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- Maintain call quality standards in terms of tone, clarity, grammar, and active listening.
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- Achieve daily/weekly/monthly targets for call handling, resolution rate, and customer satisfaction.
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- Record and update customer interactions in the CRM system.
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- Escalate unresolved issues to the appropriate department for timely resolution.
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- Stay updated on product, process,



and system knowledge to provide correct information.
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- Adhere to company policies, process guidelines, and compliance requirements.
NRequired Skills & Competencies
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- Excellent verbal communication skills in English.
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- Transparent pronunciation andgood voice modulation.
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- Strong active listeningand interpersonal skills.
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- Ability to handle pressure and high call volumes.
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- Problem-solving attitude with a customer-first approach.
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- Basic computer literacy(MS Office, CRM tools, email handling).
NQualifications
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- Minimum: 10+2 / Graduate in any discipline.
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- 1–3 years of experiencein voice process/customer service.
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- Experience in [ INTERNATIONAL BPO/ US - BFSI/ US - INSURANCE - VOICE] will be an advantage.
NShift & Work Environment
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- 24X7 Process, Split offs
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- [Work from Office]

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