Quality Auditor
5 months ago
Key Responsibilities:
Call Evaluation:
- Listen to recorded or live customer service calls to evaluate and assess
agent performance.
- Analyze calls against predefined quality metrics and standards.
- Identify areas where agents excel and areas that need improvement.
Quality Assessment:
- Develop and maintain a standardised evaluation process to measure
call quality.
- Score calls based on predefined criteria, such as adherence to scripts,
professionalism, accuracy, and resolution of customer issues.
- Provide objective feedback to customer service representatives to help
them improve their performance.
Feedback and Coaching:
- Conduct regular feedback sessions with agents to discuss call
evaluation results.
- Provide constructive feedback and coaching to help agents enhance
their skills and meet performance goals.
- Collaborate with supervisors and managers to create individual
improvement plans for underperforming agents.
Data Analysis:
- Analyse call quality data and trends to identify recurring issues or
training needs.
- Prepare reports and summaries of findings to share with management
and stakeholders.
Process Improvement:
- Collaborate with training teams to develop and update training
materials and programs.
- Participate in the development of new processes and best practices to
enhance overall call quality.
Compliance and Documentation:
- Ensure that agents comply with company policies, procedures, and
industry regulations.
- Maintain detailed records of call evaluations and feedback sessions.
Continuous Learning:
- Stay updated on industry trends and best practices in call centre quality
assurance.
Required Skills & Responsibilities:
- Detail oriented
- Active listening
- Fault finding and gap analysis skills
- Honesty
- Integrity
- Coaching skills
Job Location: Netaji Subhash Place Delhi - 110034
**Job Types**: Full-time, Permanent
**Salary**: ₹20,000.00 - ₹35,000.00 per month
Schedule:
- Day shift
**Experience**:
- total work: 2 years (preferred)
Ability to Commute:
- Delhi, Delhi (required)
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