Job Description

The Quality Call Auditor is responsible for evaluating and auditing customer service calls to ensure adherence to company standards, regulatory requirements, and best practices. The role focuses on identifying areas of improvement and providing feedback to enhance the overall customer experience. The Quality Call Auditor will work closely with call center agents, supervisors, and management to maintain high-quality service delivery and operational efficiency.

Key Responsibilities:

Call Monitoring & Evaluation:

Conduct regular audits of inbound and outbound calls based on predefined quality criteria.

Evaluate agent performance using established quality standards and scoring guidelines.

Identify gaps or issues in customer service and recommend improvements.

Reporting & Feedback:

Document audit findings and provide detailed, constructive feedback to agents and supervisors.

Generate reports on audit results, highlighting trends and recurring issues.

Collaborate with team leads and supervisors to ensure agents are consistently improving.

Training & Development:

Assist in the development of training materials based on common issues found during call audits.

Support the training and onboarding of new agents by providing guidance on quality standards.

Compliance & Best Practices:

Ensure all calls comply with company policies, industry regulations, and customer service protocols.

Stay updated on relevant laws, regulations, and customer service trends.

Continuous Improvement:

Provide recommendations for process improvements to enhance call quality, customer satisfaction, and efficiency.

Work closely with management to implement and monitor changes in quality assurance practices.

Qualifications:

Education:

High school diploma or equivalent; a Bachelor's degree is preferred.

Experience:

Minimum of 2-3 years of experience in a call center or customer service role.

Previous experience in quality assurance or call auditing is a plus.

Skills & Abilities:

Strong understanding of customer service best practices and quality metrics.

Excellent communication skills, both written and verbal.

Ability to analyze and interpret data to make informed decisions.

Detail-oriented with a focus on accuracy and consistency.

Strong organizational and time management skills.

Proficient in using quality assurance tools and call monitoring software.

Job Type: Full-time

Pay: ?20,000.00 - ?25,000.00 per month

Benefits:

• Paid time off

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Experience:

• total work: 1 year (Preferred)

Work Location: In person

Speak with the employer
+91 8815756313