Feedback Call Auditor (Female)

Job Summary:
The Feedback Call Auditor at Aesthetics Lab is responsible for evaluating client feedback calls related to aesthetic treatments, diagnostic services, consultations, and post-procedure follow- ups. The role ensures that client interactions reflect the service quality standards, ethical practices, confidentiality requirements, and brand values. The auditor plays a critical role in improving client satisfaction, trust, and service excellence while ensuring compliance with healthcare and data privacy regulations.

Key Responsibilities:
Feedback Call Monitoring & Evaluation
· Audit recorded and/or live client feedback calls related to aesthetic procedures, skin treatments, cosmetic diagnostics, and all other services.
· Evaluate calls for tone, empathy, clarity, professionalism, and client-centric communication.
· Ensure agents accurately capture client feedback, concerns, and post-treatment experiences.
· Assess adherence to approved call scripts, medical disclaimers, and escalation protocols.

Client Experience & Quality Assurance
· Ensure client interactions align with the service standards and ethical healthcare practices.
· Verify that sensitive medical and personal information is handled confidentially and respectfully.
· Monitor compliance with communication guidelines and internal SOPs.
· Identify any miscommunication regarding procedures, results, pricing, risks, or aftercare.

Compliance & Risk Monitoring
· Ensure calls comply with data privacy regulations (applicable local healthcare laws).
· Flag and escalate critical issues such as client dissatisfaction, safety concerns, misinformation, or complaints.
· Identify potential medico-legal risks arising from call handling or communication gaps.

Reporting & Documentation
· Prepare detailed audit reports highlighting call quality, compliance gaps, and client sentiment.
· Maintain structured audit records, scorecards, and trend reports.
· Track recurring client concerns related to treatment outcomes, delays, hygiene, staff behaviour, or follow-up.
Feedback & Coaching Support
· Share clear, constructive, and empathetic feedback with call agents and client coordinators.
· Support training teams with real-call insights to improve communication and service etiquette.
· Participate in calibration sessions to maintain consistency in audit scoring and interpretation.

Process & Service Improvement
· Identify systemic service issues affecting client satisfaction and retention.
· Recommend improvements in call scripts, client communication flow, and feedback processes.
· Collaborate with operations and branch managers to enhance client experience.

Client Sentiment & CX Analysis
· Analyse client sentiment, expectations, and satisfaction levels from feedback calls.
· Highlight key drivers of client trust, referrals, and complaints.

Required Skills & Competencies
· Strong understanding of call auditing and quality evaluation frameworks.
· Knowledge of client communication standards in healthcare or aesthetics.
· Familiarity with call monitoring tools, and QA software.
· Proficiency in MS Excel / Google Sheets for reporting and analysis.
· Excellent listening, analytical, and observation skills.
· High attention to detail and strong sense of accountability.
· Empathy and sensitivity when handling client-related information.
· Clear, professional verbal and written communication.
· Ability to provide unbiased, constructive feedback.

Educational Qualifications:
· Bachelor’s degree in any discipline (Healthcare or Management preferred).
· Certification in Quality Management, Healthcare Quality, or Customer Experience is an advantage.

Experience Requirements:
· 1–3 years of experience in call auditing, quality analysis, or client experience roles
· Prior experience in aesthetics clinics, diagnostic labs, hospitals, or healthcare preferred.

Work Location: In person