Call Quality Specialist at India Pvt Ltd

2 days ago

Mumbai Navi Mumbai Pune, India XL Dynamics Full time ₹ 4,50,000 - ₹ 6,00,000 per year
  • Position: Call Quality Specialist
  • Job Shift: 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: Pan India
  • 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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