Call Quality Specialist Job in Navi Mumbai at XL Dynamics

XL Dynamicx is hiring for the role of Call Quality Specialist!

Responsibilities of the Candidate:

• 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

Requirements:

• 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