Senior Analyst - Voice International

Job Title: Senior Analyst

Location: Noida(Sector 63)

Reports To: Team Leader / Process Manager

Process Type: Outbound Voice Process

Job Summary: We are seeking a motivated and articulate individual to manage customer interactions through outbound voice calls. The role involves addressing customer queries, providing information about banking products and services, 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..
• Provide clear information and service support, ensuring first-call resolution wherever possible.
• Adhere to 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 outbound customer interactions in a contact center environment.
• Willingness to work in a voice-based, customer-facing inbound process on a daily basis.
• Strong customer-centric attitude with excellent problem-solving skills.
• Demonstrates patience, empathy, and active listening while handling customer queries.
• Ability to follow defined processes, scripts, and compliance guidelines.
• Comfortable working in a performance-driven environment with 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 work environment.
• Proven track record of good attendance and schedule adherence.
• Open to receiving feedback and coaching for continuous performance improvement.
• Reliable, disciplined, and professional in conduct and work ethic.

Qualifications

• Minimum qualification: Graduate in any discipline.
• Minimum 1 years of experience in a voice process/customer service role.
• Experience in BPO, BFSI or telecom industries will be an added advantage.

Shift & Work Environment

• 24/7 rotational shifts. Candidates must be willing to work on weekends (Saturdays and Sundays) as required.
• Two weekly offs, which may include split week-offs based on business requirements.

Additional Information

• This is strictly an outbound calling role and not a specialist or escalation role.
• Pick-up and drop facilities are available from designated nodal points only, which may be located up to 2 km from the employee's residence.

To Apply Connect - HR Anisha - [phone removed] ( WhatsApp only) Strictly No calls