Call Auditor

2 weeks ago

Preet Vihar Delhi Delhi, India BCCM Knowledge park Full time

**Key Responsibilities**:
1. Call Monitoring and Evaluation:

- Listen to recorded or live calls to assess the performance of customer service representatives.
- Evaluate the calls based on pre-defined criteria, such as tone, compliance, problem resolution, customer interaction, and adherence to scripts.

2. Compliance and Quality Assurance:

- Ensure that the calls comply with company policies, and regulatory standards.
- Identify potential compliance risks or breaches and report them to management.

3. Feedback and Reporting:

- Provide constructive feedback to agents regarding their performance.
- Develop detailed reports on findings, including recommendations for improvement.

4. Training and Coaching:

- Assist in identifying training needs based on audit findings.
- Work closely with supervisors and trainers to improve agent performance through coaching or additional training.

5. Data Analysis:

- Analyze call patterns and trends to help improve customer satisfaction.
- Use performance data to identify areas for improvement in customer service operations.

6. Continuous Improvement:

- Recommend process improvements to increase efficiency, improve service quality, and enhance customer experience.
- Stay updated on best practices and industry standards for customer service quality auditing.

**Key Skills**:

- Attention to Detail: Ability to identify small issues that could lead to larger problems.
- Analytical Skills: Able to assess calls objectively and make recommendations for improvement.
- Communication: Strong verbal and written communication skills for providing feedback and writing reports.
- Empathy: Understanding both the customer’s and agent’s perspective.
- Knowledge of Compliance: Understanding of relevant laws and regulations.

**Qualifications**:

- Prior experience in a call center or customer service role.
- Experience in a quality assurance or auditing role is preferred.
- Familiarity with call recording systems and call management software.
- Strong knowledge of customer service best practices.
- Ability to work in a fast-paced environment.

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

Pay: ₹33,000.00 - ₹37,000.00 per month

Schedule:

- Day shift

**Experience**:

- total work: 2 years (required)

Work Location: In person

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