Job DescriptionJob Title: Analyst/Senior Analyst
NLocation: Noida (Sector 63) -
NReports to: Team Leader / Process Manager
NProcess Type: 100% Inbound – Voice
NJob Summary
nWe 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.
NKey Responsibilities:
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- Handle 70–100 inbound customer calls per day related to banking products and services N
- Resolve Level 1 customer queries accurately within defined turnaround times N
- Provide clear information, service support, and ensure first-call resolution wherever possible N
- Follow all process guidelines, quality standards, and compliance requirements N
- Maintain high standardsof attendance, productivity, and schedule adherence N
nEligibility Criteria
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- Strong verbal communication skills with clear articulation N
- Hands-on experience managing high-volume inbound customer interactions in a contact center environment N
- Willingness to work in a voice-based, customer-facing inbound process on a daily basis N
- Strong customer-centricattitude with a problem-solving mindset N
- Demonstrates patience, empathy, and active listening skills while handling customer queries N
- Ability to follow defined processes, scripts, and compliance guidelines N
- Open to a performance-driven work culture, including productivity, quality, and adherence metrics N
- Willingness to work in rotational shifts as per business requirements N
- Displays positive behavior, resilience, and accountability in a quick-paced environment N
- Proven track record of good attendance and schedule adherence N
- Comfortable receiving feedback and coaching to improve performance N
- Should be reliable, disciplined, and professional at work N