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

Shift & Work Environment