Senior Analyst - Voice International

NLB Services; Gurugram District; On-site; INR 250,000 - 400,000; Full time

Job summary

NLB Services in Gurgaon is seeking a Senior Analyst to handle customer interactions through outbound voice calls, addressing queries and providing information about banking products and services while ensuring a positive customer experience and meeting defined standards.

The role requires strong verbal communication, experience in high-volume contact centers, willingness to work in a voice-based process, and adherence to scripts and compliance.

Qualifications

• Graduate in any discipline with 1+ year in voice process/customer service.
• Experience in BPO/BFSI or telecom is an added advantage.
• Willingness to work in a voice-based, customer-facing inbound process daily.

Responsibilities

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

Skills

Strong verbal communication

High-volume outbound calls

Customer-centric attitude

Problem-solving

Active listening

Adherence to scripts

Compliance awareness

Attendance and reliability

Education

Graduate in any discipline

Job description

Job Title: Senior Analyst

Location: Gurgaon

Reports To: Team Leader / Process Manager

Process Type: Inbound 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.