Call Quality Specialist at XL Dynamics India Pvt Ltd

Job Description

Position: Call Quality Specialist Job Shift: Mid/Day Education: We hire based on individual talent, skill and work ethic. Formal degrees are not a material in our hiring decision. Experience: Minimum 1 year Job Location: Navi Mumbai 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.