Call Quality Auditor
2 days ago
**Responsibilities**:
- Performs call monitoring and provides feedback to the agents.
- Use a quality monitoring data management system to compile and track performance at team and individual levels.
- Assess call quality based on predefined criteria, including adherence to scripts, professionalism, accuracy of information provided, and overall customer satisfaction.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Identify areas for improvement and provide feedback to individuals or teams to enhance performance.
- Compile and analyze data to identify trends and patterns in call quality and customer service performance.
- Collaborate with managers and team leaders to develop and implement strategies for improving call quality and customer satisfaction.
- Provide actionable data to various internal support groups as needed.
- Prepare and analyze internal and external quality reports for management staff review.
- Maintain accurate records of evaluations and provide regular reports to management.
- Perform other duties as assigned.
**Qualification and Skills Set-**
- Minimum 3 years of relevant Experience.
- Bachelor's Degree a must. Excellent verbal, written, and interpersonal communication skills;
- Meticulous attention to detail and the ability to maintain accuracy in a fast-paced environment.
- Ability to provide constructive feedback in a positive and professional manner.
- Proficiency in using call monitoring software and other relevant tools.
- Must be a self-motivator and self-starter;
- Exceptional listening and analytical skills;
- Solid time management skills;
- Must be proficient with Microsoft Office (intermediate Word, basic Excel);
**Job Types**: Full-time, Permanent
Pay: ₹22,000.00 - ₹30,000.00 per month
**Benefits**:
- Food provided
- Health insurance
- Provident Fund
Schedule:
- Day shift
- Morning shift
Supplemental Pay:
- Overtime pay
Ability to commute/relocate:
- Mohali, Punjab: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- total work: 2 years (preferred)
- Auditing: 2 years (preferred)
- call auditing: 2 years (required)
**Language**:
- English (required)
**Location**:
- Mohali, Punjab (preferred)
Shift availability:
- Day Shift (required)
Work Location: In person
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