Call Auditor

**Key Responsibilities**
- **Call Monitoring**: Listen to live or recorded calls to assess how agents handle customer interactions.
- **Performance Evaluation**: Score agents based on specific metrics, such as communication skills, product knowledge, adherence to scripts, and professionalism.
- **Compliance Checks**: Ensure that customer service interactions comply with legal, regulatory, and internal company policies.
- **Feedback and Coaching**: Provide constructive and actionable feedback to agents to help them improve performance and address identified weaknesses.
- **Reporting and Analysis**: Document audit findings, identify trends, and prepare detailed reports for management to highlight strengths and areas for improvement.
- **Process Improvement**: Collaborate with other teams to suggest process improvements that can enhance the overall quality of customer interactions.

**Essential Skills and Qualifications**
- **Strong Attention to Detail**: Crucial for accurately evaluating calls and identifying subtle issues.
- **Communication Skills**: Necessary for providing clear and constructive feedback to agents and communicating findings to management.
- **Customer Service Experience**: Familiarity with customer service environments and best practices is highly beneficial.
- **Analytical Skills**: Ability to analyze call data, identify trends, and translate findings into actionable insights.
- **Quality Assurance Knowledge**: Experience in quality analysis and call auditing.
- **Computer Proficiency**: Skills in using CRM systems and other tools for recording and analyzing calls. Proficient in using MS Excel.

**Role**:Quality Assurance - Other

**Industry Type: Emergency**Medical Services

**Department**:Quality

**Employment Type**:Full Time, Permanent

Education**UG**:Any Graduate

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

Pay: Up to ₹16,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Work Location: In person