Analyst / Senior Analyst

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 70100 inbound customer calls per day related to banking products and services

• Resolve Level 1 customer queries accurately within defined turnaround times

• Provide clear information, service support, and ensure first-call resolution wherever possible

• Follow all process guidelines, quality standards, and compliance requirements

• Maintain high standards of attendance, productivity, and schedule adherence

Eligibility Criteria

• Strong verbal communication skills with clear articulation

• Hands-on experience managing high-volume inbound customer interactions in a contact centre environment

• Willingness to work in a voice-based, customer-facing inbound process on a daily basis

• Strong customer-centric attitude with a problem-solving mindset

• Demonstrates patience, empathy, and active listening skills while handling customer queries

• Ability to follow defined processes, scripts, and compliance guidelines

• Open to a performance-driven work culture, including productivity, quality, and adherence metrics

• Willingness to work in rotational shifts as per business requirements

• Displays positive behaviour, resilience, and accountability in a fast-paced environment

• Proven track record of good attendance and schedule adherence

• Comfortable receiving feedback and coaching to improve performance

• Should be reliable, disciplined, and professional at work

Qualifications

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

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

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

Shift & Work Environment

• Shifts: 24/7 rotational shifts. Must be willing to work on Saturdays and Sundays as required.

• Week Offs: Two days off per week, which may include split week offs based on business needs.

Shift , Work Environment and Variable Pay

• This is strictly an Inbound Calling Role and not a specialist/escalation role.

• Pick-up and drop facilities are available from designated nodal points only, which may be up to 3 km away.

• PLI – Performance Linked Incentive up to 1.20 LPA and that will be given in the production phase and not in Training or OJT (On Job training) phase. PLI is subject to Operational Metrics, Performance, Attendance, Schedule Adherence and Shrinkage.

NLB Services is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.

NLB Services provides reasonable accommodations during the recruitment process as required by law. Applicants requiring an accommodation due to a disability, pregnancy-related limitation, or sincerely held religious belief, practice or observance may contact their recruiter.