Call Quality Auditor

2 days ago

Gandhinagar, India agrovikas agritech pvt ltd Full time

**Call Quality Auditor**

Call center quality auditors listen to calls from the call center operators and BPO, recorded or live, in order to assess compliance with protocols and quality parameters.
They grade the employees and provide feedback on the issues that require improvement.
They interpret and spread quality parameters received by the management.

**Responsibilities**:

- QA analyst's primary responsibility is to assess agent performance to ensure that they are adhering to establish best practices and creating a positive customer experience.
- Listen to calls live - unplanned & scheduled.
- Conduct role-play sessions with agent and Sales Managers.
- Conduct call debriefs in instances where there may be language barriers.
- QA analyst must also perform CRM Hygiene to help preserve the health and integrity of sales pipelines.
- Review team CRM activity - ensure adherence to established process.
- Review opportunity creation.
- Help Sales Managers and agents maintain a pipeline.
- Responsible for establishing a daily meeting cadence with Sales Mangers to provide feedback on agent performance.
- Responsible for delivering a weekly report on trends, insights, and action plans for the Sales Managers' to face-out to client.
- Responsible for delivering monthly agent performance reports.
- Call auditing of a team of 30+ people.
- One on one meetings with agents and team leaders to improve call quality.
- Provide training to agents.
- Ready to work in shifts.

**Requirements**:

- Has at least 2 years of experience as a call quality auditor in any call center/ BPO/Contact center.
- Has an audited team of at least 20 persons in any call center.
- Familiar with the dialer system.
- Excellent communication skills in Gujarati Language.
- Good writing skill in English.

**Recruitment manager**

**Mr. Aakash G Pandya**

**+91 7600927646**

Pay: ₹18,000.00 - ₹25,000.00 per month

**Benefits**:

- Leave encashment
- Paid sick time

Schedule:

- Day shift

Ability to commute/relocate:

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

**Speak with the employer**
+91 7600927646

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