Call Quality

As a Call Quality Specialist, your role involves listening to call recordings made or received by associates to ensure that the required quality parameters are met. You will be responsible for evaluating the customer service provided on calls, scoring calls based on quality parameters, and providing feedback for process improvement. Additionally, you will analyze customer feedback or complaints to identify root causes and develop action plans to prevent future issues. Key Responsibilities: - Listen to call recordings to assess quality parameters - Verify effective customer service by associates - Score calls based on soft skills, process goals, customer service, telephone etiquette, and documentation - Offer suggestions for process enhancement - Analyze customer feedback/complaints to address root causes and prevent recurrence Qualifications Required: - Minimum 1 year of experience - Excellent verbal and written communication skills - Proficiency in English language - Strong listening skills - Willingness to learn and adapt to new processes and updates - Familiarity with call quality parameters Please note that the salary range for this position is between 4,50,000 to 6,00,000 p.a. The company values individual talent, skill, and work ethic over formal degrees in the hiring process. Additionally, salary considerations will be based on experience and skill set. Kindly be aware that candidates who have recently participated in the selection process within the last 3 months are ineligible for this opening. Furthermore, applicants with a notice period exceeding 30 days are advised not to apply.,