Job Description

Job Title: Analyst/Senior Analyst Location: Noida (Sector 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 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 center workplace - 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 behavior, 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 qualified at work Qualifications - Minimum: 10+2 / Graduate in any discipline. - 2+ years of experience in voice process/customer service. - Experience in [International BPO - Voice Process /BFSI/] will be an advantage. Else min 2 Years of experience of any international voice process we consider Basis C1 level communication skills. Shift & Work Environment - Shifts: 24/7 rotational shifts. Must be willing to work on Saturdays and Sundays as required. - Week Offs: Two days off per week, which may include split week offs based on business needs.

📌 Customer Contact Representative (Noida)
🏢 Anaptyss
📍 Noida