Call Quality Auditor

1 week ago

coimbatore, India CGVAK Software AND Exports Limited Full time
Overview As a Call Quality Auditor at our company you will play a crucial role in ensuring the high standard of customer service delivery by assessing and evaluating the quality of calls made and received. Your meticulous attention to detail and analytical skills will be vital in identifying areas for improvement and maintaining compliance with quality standards. This role is essential in upholding our commitment to providing exceptional customer experiences.Key responsibilities
  • Listen to recorded or live calls to evaluate customer service quality and adherence to standards
  • Analyze call recordings for compliance with regulations and company policies
  • Identify trends patterns and training needs based on call evaluations
  • Provide actionable feedback to call center agents and management for performance improvement
  • Conduct regular audits and report findings to upper management
  • Participate in developing and implementing quality assurance processes and procedures
  • Collaborate with training and operations teams to enhance call center performance
  • Create and maintain documentation of audit procedures and results
  • Contribute to the design and delivery of training programs based on audit findings
  • Stay updated on industry best practices and regulatory requirements for call center operations
  • Participate in calibration sessions to ensure consistency in evaluation processes
  • Assist in root cause analysis and corrective action planning for identified issues
  • Monitor and track the effectiveness of improvement initiatives
  • Support the development of quality metrics and performance indicators
  • Ensure confidentiality and security of customer and company data during evaluation processes
Required qualifications A Call Quality Auditor is responsible for ensuring that customer interactions meet established quality standards. They listen to recorded calls and evaluate agent performance against specific metrics providing feedback to improve agent performance and overall customer satisfaction.
Key Responsibilities:
  • Call Monitoring and Evaluation:
  • Listen to recorded customer calls to assess agent performance.
  • Evaluate calls against established quality standards and performance metrics.
  • Identify areas of strength and weakness in agent performance.
  • Provide detailed feedback and coaching to agents based on call evaluations.

  • Quality Assurance:
  • Develop and maintain quality standards and evaluation criteria.
  • Conduct regular call calibration sessions to ensure consistency in evaluations.
  • Identify trends in call quality and provide insights to management.
  • Contribute to the development of training materials and coaching programs.

  • Data Analysis and Reporting:
  • Generate reports on call quality metrics and performance indicators.
  • Analyze call data to identify areas for improvement in processes and systems.
  • Track call quality trends and identify root causes of quality issues.

  • Process Improvement:
  • Collaborate with management to implement process improvements based on call quality findings.
  • Develop and implement strategies to enhance customer satisfaction.
  • Participate in quality improvement initiatives.

Essential Skills:
  • Strong analytical and problemsolving skills
  • Excellent communication and interpersonal skills
  • Attention to detail and accuracy
  • Ability to provide constructive feedback
  • Knowledge of call center operations and metrics
  • Proficiency in quality assurance methodologies
  • Proficiency in call recording and quality monitoring software

By effectively performing these duties a Call Quality Auditor plays a crucial role in improving customer satisfaction agent performance and overall call center efficiency.

analytical skills,communication,quality assurance

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