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Quality Auditor

2 months ago

Noida, India INFONEO TECHNOLOGIES PVT. LTD. Full time

Job Description
- Assists in the maintenance of service levels by providing phone coverage as needed, including escalated calls and assists in the development or implementation of call quality programs.
- Assist in the preparation of call scripts and recordings assuring adherence to and approval as required by internal regulatory and compliance functions/clients.
- Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching.
- Assist CSR’s with questions through proactive issue/problem identification and communication
- Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner
- Analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause
- Ensures production goals are met regarding quality and quantity of call handling and documents quality issues and performance measures for management review.Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions.
- Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction.
- Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
- Create quality reports for supervisors and management on individual agents to suggest actions for improvement.
- Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines.

**Job Types**: Full-time, Regular / Permanent

**Benefits**:

- Health insurance
- Life insurance
- Provident Fund

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

**Speak with the employer**
+91 9289050591
- Health insurance

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