Call Auditor - Quality (Call Center)

Key Responsibilities

• Call Monitoring: Listen to live or recorded calls to assess how agents handle customer interactions.
• Performance Evaluation: Score agents based on specific metrics, such as communication skills, product knowledge, adherence to scripts, and professionalism.
• Compliance Checks: Ensure that customer service interactions comply with legal, regulatory, and internal company policies.
• Feedback and Coaching: Provide constructive and actionable feedback to agents to help them improve performance and address identified weaknesses.
• Reporting and Analysis: Document audit findings, identify trends, and prepare detailed reports for management to highlight strengths and areas for improvement.
• Process Improvement: Collaborate with other teams to suggest process improvements that can enhance the overall quality of customer interactions.

Essential Skills and Qualifications

• Strong Attention to Detail: Crucial for accurately evaluating calls and identifying subtle issues.
• Communication Skills: Necessary for providing clear and constructive feedback to agents and communicating findings to management.
• Customer Service Experience: Familiarity with customer service environments and best practices is highly beneficial.
• Analytical Skills: Ability to analyze call data, identify trends, and translate findings into actionable insights.
• Quality Assurance Knowledge: Experience in quality analysis and call auditing.
• Computer Proficiency: Skills in using CRM systems and other tools for recording and analyzing calls. Proficient in using MS Excel.

Job Types: Full-time, Permanent

Pay: From ₹16,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person