Job Description

Job Title: Voice Process Executive Analyst/Sr. Analyst

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Location: Noida

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Reports to: Team Leader / Process Manager

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Job Summary

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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.

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Key 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.

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Required Skills & Competencies

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• Excellent verbal communication skills in English.

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• Clear pronunciation and good voice modulation.

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• Strong active listening and 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).

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Qualifications

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• Minimum: 10+2 / Graduate in any discipline.

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• 1–3 years of experience in voice process/customer service.

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• Experience in [ INTERNATIONAL BPO/ US - BFSI/ US - INSURANCE - VOICE] will be an advantage.

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Shift & Work Workplace

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• 24X7 Process, Split offs

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• [Work from Office]

📌 Customer Service Specialist (Noida)
🏢 Anaptyss
📍 Noida