Call Quality Specialist

XL Dynamics India Pvt. Ltd.


Date: 3 hours ago
City: Navi Mumbai, Maharashtra
Contract type: Full time
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  • Position: Call Quality Specialist
  • Job Shift: Day/Mid
  • Experience: Minimum 1 year
  • Education: We hire based on individual talent, skill and work ethic. Formal degrees are not a material in our hiring decision.
  • Job Location: Navi Mumbai, Mumbai, Bengaluru, Kolkata, Pune, Noida, Indore, Lucknow, Chennai.
  • Salary Range: ₹ 4,50,000 – ₹ 6,00,000 p.a

Key Responsibilities

  • Listening to call recordings for the calls made or received by the associates to check required quality parameters are achieved.
  • Ensure effective customer service has been provided on call by respective associates.
  • Scoring of calls based on call quality parameters like soft skills, process goals, customer service, Telephone Etiquette and documentation.
  • Providing inputs for the betterment of the process.
  • Analyzing customer's feedback or complaints to determine the root cause and prepare a plan of action to avoid similar issues in the future.

Skills/Expertise

  • Excellent verbal and written communication skills.
  • Should have good command over English language
  • Good listening skills
  • Ready to learn and understand new process and implement new updates
  • Should have knowledge of call quality parameters

Note

  • Salary will not be a constraint for the right candidate and it may vary based on experience and skill set.
  • Candidates who have appeared for our selection process in the last 3 months are not eligible for this opening.
  • Candidates with notice period of more than 30 days (non-negotiable), are requested not to apply.

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