Job Title: Analyst/Senior Analyst
Location: Gurugram (Sector 59)
Reports to: Team Leader / Process Manager
Process Type: 100% Inbound – Voice

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 70–100 inbound customer calls per day related to banking products and services
Resolve Level 1 customer queries accurately within defined turnaround times
Provide clear information, service support, and ensure first-call resolution wherever possible
Follow all process guidelines, quality standards, and compliance requirements
Maintain high standards of attendance, productivity, and schedule adherence

Eligibility Criteria
Strong verbal communication skills with clear articulation
Hands-on experience managing high-volume inbound customer interactions in a contact centre environment




Willingness to work in a voice-based, customer-facing inbound process on a daily basis
Strong customer-centric attitude with a problem-solving mindset
Demonstrates patience, empathy, and active listening skills while handling customer queries
Ability to follow defined processes, scripts, and compliance guidelines
Open to a performance-driven work culture, including productivity, quality, and adherence metrics
Willingness to work in rotational shifts as per business requirements
Displays positive behaviour, resilience, and accountability in a fast-paced environment
Proven track record of positive attendance and schedule adherence
Comfortable receiving feedback and coaching to improve performance
Should be reliable, disciplined, and professional at work

Qualifications
Minimum: 10+2 / Graduate in any discipline.
2+ years of experience in voice process/customer service.
Experience in [International BPO - Voice

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