Customer Contact Representative – Analyst/Senior Analyst

About the role

We are looking for a motivated and articulate Analyst or Senior Analyst to join our inbound voice team in Noida. You will handle customer interactions via phone, providing information on banking products, resolving queries, and ensuring a positive experience while meeting quality and productivity standards.

Key responsibilities

• Handle 70–100 inbound customer calls per day related to banking products and services.
• Resolve Level 1 customer queries accurately within defined turnaround times.
• Provide clear information, support, and aim for first‑call resolution whenever possible.
• Follow all process guidelines, quality standards, and compliance requirements.
• Maintain high standards of attendance, productivity, and schedule adherence.

Required profile

• Strong verbal communication skills with clear articulation.
• Hands‑on experience managing high‑volume inbound customer interactions in a contact‑center environment.
• Willingness to work in a voice‑based, customer‑facing inbound process on a daily basis.
• Customer‑centric attitude, problem‑solving mindset, patience, empathy, and active listening.
• Ability to follow defined processes, scripts, and compliance guidelines.
• Open to a performance‑driven work culture with productivity, quality, and adherence metrics.
• Willingness to work rotational 24/7 shifts, including weekends.
• Positive behavior, resilience, accountability, and a proven track record of good attendance.

Required skills