Senior Analyst - Outbound Voice Process

Position Overview

We invite motivated and clear-speaking individuals to join as Senior Analysts managing outbound voice communications for banking products at our Noida location. The role demands addressing customer inquiries, imparting product knowledge, resolving issues, and delivering excellent service while meeting productivity and quality benchmarks.

Primary Responsibilities

• Conduct 70 to 100 outbound calls daily related to banking services and offerings.
• Deliver precise information and assistance, aiming for resolution on the first interaction.
• Comply rigorously with process guidelines, quality measures, and regulatory mandates.
• Maintain exemplary attendance, productivity levels, and adherence to scheduled shifts.

Eligibility and Qualifications

• Minimum graduation in any discipline.
• At least 1 year of voice process or customer support experience.
• Previous work in BPO, banking financial services, or telecommunications is advantageous.
• Strong verbal communication with clear articulation.
• Customer-focused approach with excellent problem-solving ability.
• Demonstrates patience, empathy, and attentive listening in customer interactions.
• Capable of following predefined scripts, processes, and compliance standards.
• Experience managing high-volume outbound calls in contact center setups.

Work Conditions & Shifts

• Willingness to work rotational 24/7 shifts, including weekends.
• Two weekly offs which may be split across the week depending on operational needs.
• Outbound calling role only, no escalation or specialist duties.
• Pick-up and drop services available from designated nodal points within 2 km of residence.

Additional Details

The position emphasizes reliability, accountability, and professional conduct in a performance-driven environment. Open to coaching and feedback for continual improvement.