Analyst

Voice Process: Executive Analyst/Sr.Analyst

Location: Gurugram

Reports to: Team Leader / Process Manager

Job Summary We are seeking a motivated and articulate individual to handle customer interactions via voice calls. The role involves addressing customer queries, providing product/service information, resolving concerns, and ensuring a positive customer experience, while meeting defined quality and productivity standards.

Key Responsibilities

• Handle inbound customer calls professionally. • Understand customer needs and provide accurate information or solutions.

• Maintain call quality standards in terms of tone, clarity, grammar, and active listening.

• Achieve daily/weekly/monthly targets for call handling, resolution rate, and customer satisfaction. • Record and update customer interactions in the CRM system.

• Escalate unresolved issues to the appropriate department for timely resolution.

• Stay updated on product, process, and system knowledge to provide correct information.

• Adhere to company policies, process guidelines, and compliance requirements. Required Skills & Competencies

• Excellent verbal communication skills in English.

• Clear pronunciation and good voice modulation.

• Strong active listening and interpersonal skills.

• Ability to handle pressure and high call volumes.

• Problem-solving attitude with a customer-first approach.

• Basic computer literacy (MS Office, CRM tools, email handling).

Qualifications

• Minimum: 10+2 / Graduate in any discipline.

• 1–3 years of experience in voice process/customer service.

• Experience in [BPO/BFSI/e-commerce/telecom] will be an advantage.

Shift & Work Environment

• [Day / Night / Rotational Shifts] as per process requirement.

• [Work from Office]