Senior Analyst - Voice International

NLB Services; Dadri; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Pickup/Drop facilities

Job summary

NLB Services in Noida is seeking a Senior Analyst to manage outbound banking product inquiries and handle customer interactions with clarity and professionalism. The role emphasizes high-volume outbound calls, adherence to scripts, and delivering first-call resolution while achieving quality and productivity targets.

The ideal candidate will have graduate qualification, 1 year in voice process/customer service, and a customer-centric, patient communication approach, with willingness to work

Qualifications

• Graduate in any discipline.
• 1 year of experience in voice process/customer service.
• Experience in BFSI or telecom industries is an added advantage.

Responsibilities

• Handle 70/100 outbound calls per day related to banking products and services.
• Provide clear information and service support, aiming for first-call resolution where possible.
• Adhere to process guidelines, quality standards and compliance requirements.
• Maintain high attendance, productivity and schedule adherence.

Skills

Verbal communication

Outbound calling

Customer service

BPO experience

BFSI exposure

Education

Graduate

Job description

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 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 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.