Call Quality Auditor

3 weeks ago


Gandhinagar, India Cosmos Manpower Private Limited Full time

As a Call Quality Auditor, your responsibilities include call monitoring for the calls handled by the customer service agents, performing quality audits, conducting analysis and providing feedback to the agents for the parameters.

who has previously worked in a Call Quality Auditing process for a minimum of 1- 2 years of Experience.

**Role And Responsibilities:

- **

**01)** **Call Monitoring/Auditing**:Conduct thorough call monitoring/auditing for customer care agents, providing detailed feedback on monitored calls.
**02) Parameter Evaluation**:Evaluate agents on various parameters, including call greeting, professionalism, communication skills, and process knowledge.
**03) Language Proficiency**: Understand conversations in Gujarati and provide relevant feedback.
**04) Scoring and Documentation**: Fill out call auditing forms or Excel Sheet with accurate scores for assessed parameters.
**05) Agent, Customer, Process, and Technology (ACPT) Analysis**:Perform detailed Agent, Customer, Process, and Technology (ACPT Analysis) to identify the cause of customer dissatisfaction on the call.
**06) Fatal and Non-Fatal Errors**:Possess in-depth knowledge of fatal and non-fatal errors while auditing the calls.
**07) Call Calibration Sessions**:Actively participate in call calibration sessions to ensure consistency in quality assessments.

NOTE:

- Immediate Joiner is Required

Pay: ₹15,000.00 - ₹20,000.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- Gandhinagar, Gujarat: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Call Quality Auditor: 1 year (required)

Work Location: In person


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