Sr Analyst- International Voice

NLB Services; Dadri; On-site; INR 360,000 - 480,000; Full time

Benefits offered by this job

Performance Bonus (PLI)

Job summary

NLB Services in Noida invites applications for a Senior Analyst in outbound banking voice process. You will handle outbound calls, resolve queries, and promote banking products while maintaining quality and productivity.

The role requires a graduate with 3+ years in voice processes, readiness for 24/7 rotational shifts, and commitment to process compliance and customer satisfaction.

Qualifications

• Graduate in any discipline
• Minimum 3 years of experience in a voice process/customer service role
• Experience in BPO/BFSI/e-commerce/telecom is an added advantage

Responsibilities

• Handle outbound customer calls related to banking products and services
• Provide clear information and service support; strive for first-call resolution
• Adhere to process guidelines, quality standards and compliance requirements
• Maintain attendance, productivity and schedule adherence

Skills

Verbal communication

Outbound calls

Customer-centric

Problem solving

Active listening

Process adherence

Attendance & punctuality

Shift flexibility

Reliability

Coaching receptiveness

Education

Graduate (any discipline)

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 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.