Job Title: Analyst/Senior Analyst
Location: Noida sec 63
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 70100 inbound customer calls per day related to banking products and services
Resolve Level 1 customer queries accurately within dened turnaround mes
Provide clear informa¢on, service support, and ensure rst-call resolu¢on wherever possible
Follow all process guidelines, quality standards, and compliance requirements
Maintain high standards of a¢endance, produc¢vity, and schedule adherence
Eligibility Criteria
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Strong verbal communication skills with clear articulation
Hands-on experience managing high-volume inbound customer interactions in a contact centre
environment
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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 good attendance and schedule adherence
Comfortable receiving feedback and coaching to improve performance
Should be reliable, disciplined, and skilled at work
Qualifications
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Minimum: 10+2 / Graduate in any discipline.
3+ years of experience in voice process/customer service.
Experience in [BPO/BFSI/e-commerce

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