Sr Analyst- International Voice at NLB Services in Noida

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 outbound 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 3 years of experience in a voice process/customer service role. • Experience in BPO, BFSI, e-commerce, 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. Performance-Linked Incentive (PLI) • Employees are eligible for a Performance-Linked Incentive (PLI) of up to 84000 K Per Year. • PLI will be applicable only during the production phase and not during Training or OJT (On the-Job Training). • PLI eligibility and payout are subject to operational metrics, individual performance, attendance, schedule adherence, and shrinkage targets.