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 professional 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/telecom] will be an advantage.

Shift & Work Environment

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Shi¢s: 24/7 rota¢onal shi¢s.

Week Os: Two days o per week, which may include split week os based on business needs, Shift , Work Setting and Variable Pay

This is strictly an Inbound Calling Role and not a specialist/escala¢on role.

Pick-up and drop facili¢es are available from designated nodal points only, which may be up to 3 km away.

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PLI Performance Linked Incen¢ve up to 1.20 LPA and that will be given in the produc¢on phase and not in Training or OJT (On Job training) phase. PLI is subject to Opera¢onal Metrics, Performance,

A¢endance, Schedule Adherence and Shrinkage.

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