Call Quality Specialist at XL Dynamics India Pvt Ltd

XL Dynamics; Pune City, Mumbai Suburban; On-site; INR 4,50,000 - 6,00,000; Full time

Job summary

An established industry player is seeking a Call Quality Specialist to ensure high standards of customer service through call analysis and feedback. This role involves listening to call recordings, scoring calls based on established quality metrics, and providing actionable insights for continuous improvement. The ideal candidate will possess excellent communication skills and a keen understanding of customer service dynamics. Join a dynamic team where your contributions will directly influence service quality and customer satisfaction. If you're ready to make an impact in a collaborative environment, this opportunity is for you!

Qualifications

• Minimum 1 year experience required in a relevant role.
• Candidates must have strong communication and listening skills.

Responsibilities

• Listen to call recordings to ensure quality parameters are met.
• Score calls based on quality metrics and provide feedback.
• Analyze customer feedback to improve service quality.

Skills

Excellent verbal and written communication skills

Good command over the English language

Good listening skills

Willingness to learn new processes

Knowledge of call quality parameters

Education

Formal degrees not required

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 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.
  
• Good command over the English language.
  
• Good listening skills.
  
• Ready to learn and understand new processes and implement new updates.
  
• Knowledge of call quality parameters.
  

Note:

• Salary will not be a constraint for the right candidate and 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 a notice period of more than 30 days (non-negotiable) are requested not to apply.