International Customer Care

7 days ago

Vaishali Nagar Jaipur Rajasthan, India Cognus technology Full time

**Job Overview**:
As an **International Call Auditor**, you will be responsible for monitoring and evaluating international customer service calls to ensure quality, compliance, and performance standards are consistently met. You will provide detailed feedback on call handling, customer interactions, and operational processes while helping identify opportunities for improvement across teams.

Your role will be critical in maintaining high standards of customer service and ensuring that our call center operations align with industry regulations and best practices.

**Key Responsibilities**:

- **Call Auditing**: Review and evaluate international customer service calls, including inbound and outbound interactions, to assess the quality of service provided by agents.
- **Quality Assurance**: Ensure that agents adhere to company policies, procedures, and regulatory compliance guidelines in handling customer interactions.
- **Performance Monitoring**: Track and report on individual and team performance metrics, identifying trends, strengths, and areas for improvement.
- **Feedback and Reporting**: Provide actionable feedback to agents and management regarding call quality, including suggestions for improvement or training needs.
- **Compliance Monitoring**: Ensure that international calls adhere to relevant legal, regulatory, and industry standards (e.g., GDPR, CCPA, etc.), and that best practices are followed.
- **Training Support**: Assist in the development and delivery of training programs aimed at improving call handling skills, product knowledge, and compliance.
- **Continuous Improvement**: Collaborate with the operations team to identify recurring issues and suggest process improvements that enhance customer experience and service quality.
- **Documentation and Record-Keeping**: Maintain accurate records of audits, feedback, and performance reports for internal tracking and compliance purposes.

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

Pay: ₹22,826.45 - ₹28,304.19 per month

**Benefits**:

- Commuter assistance
- Flexible schedule
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Commission pay
- Overtime pay
- Performance bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- total work: 1 year (preferred)
- Customer service: 1 year (required)

**Language**:

- Hindi (required)
- English (required)

Work Location: In person

**Speak with the employer**
+91 7357693424

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