Senior Analyst- International Voice

Job Title: Analyst/Senior Analyst

Location: Noida Sec 63/135

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 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 10+2/ Graduate

Strong verbal communication skills with clear articulation

Hands-on experience managing high-volume inbound customer interactions in a contact centre environment

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 • • •

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 • • 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. Shift , Work Environment and Variable Pay • • • This is strictly an Inbound Calling Role and not a specialist/escalation role.

Pick-up and drop facilities are available from designated nodal points only, which may be up to 3 km away. PLI – Performance Linked Incentive up to 1.20 LPA and that will be given in the production phase and not in Training or OJT (On Job training) phase. PLI is subject to Operational Metrics, Performance, Attendance, Schedule Adherence and Shrinkage.