Job Description

Position Objective

The Query Management Analyst aims to ensure the timely, accurate, and qualified handling of queries, from initial logging through to resolution and reporting. The Query Management Analyst is responsible for monitoring and prioritising incoming queries, coordinating with relevant teams to resolve issues, maintaining accurate records, producing performance reports, and contributing to process improvements that enhance efficiency and stakeholder satisfaction.

Key Responsibilities

ACCOUNTABILITY

ACTIVITIES

Query Logging & Prioritisation
Monitor, log, and track all incoming queries in Salesforce and Certinia, ensuring accurate and complete records for every case.
Categorise and prioritise queries according to urgency, potential business impact, and agreed service level agreements (SLAs).
Ensure consistent use of query categories, codes, and statuses to enable accurate reporting and performance tracking.

Issue Resolution & Stakeholder Coordination
Liaise with internal teams, offshore partners (including India),



and external stakeholders to gather the necessary information for resolving queries.
Maintain transparent, timely, and skilled communication throughout the query lifecycle, providing regular updates to stakeholders.
Escalate complex, high-impact, or recurring issues to the appropriate department or manager, ensuring they are addressed promptly.

Knowledge Management & Documentation
Record detailed query resolutions and update internal knowledge bases, FAQs, and documentation to support future reference and faster resolution times.
Maintain accurate and accessible records of all communications, actions, and outcomes associated with each query.
Share insights and resolution strategies with the wider team to support training, onboarding, and continuous learning.

Reporting & Analysis
Generate and maintain reports on query volumes, categories, resolution times, and SLA compliance for management review.
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📌 Query Management Analyst Noida
🏢 CXC
📍 Noida