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.

13 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)