Call Auditor/quality Assurance

2 days ago

Noida Uttar Pradesh, India Khan Global Studies pvt ltd Full time

**Position Overview**:The Call Auditor is responsible for evaluating and analyzing customer service interactions to ensure high-quality standards are maintained. This role involves listening to and reviewing recorded phone calls, providing feedback to customer service representatives, and identifying areas for improvement to enhance customer satisfaction and operational efficiency.

**Key Responsibilities**:
1. **Call Monitoring and Evaluation**: - Listen to and review recorded phone calls to assess compliance with company policies, procedures, and quality standards. - Evaluate the accuracy, tone, and professionalism of customer service representatives. - Score calls based on established criteria and provide constructive feedback.

2. **Quality Assurance**: - Identify training needs and opportunities for improving customer service techniques and processes. - Ensure all interactions adhere to regulatory and company-specific guidelines. - Maintain a comprehensive understanding of products, services, and systems used by customer service teams.

3. **Reporting and Analysis**: - Prepare detailed reports on call quality findings and trends. - Analyze call data to identify recurring issues and areas for improvement. - Provide actionable insights and recommendations to management for enhancing customer service performance.

4. **Training and Development**: - Collaborate with training teams to develop and update training materials based on audit findings. - Assist in training sessions for new hires and ongoing development of customer service representatives.

5. **Compliance and Standards**: - Stay updated with industry standards and regulatory requirements affecting customer service interactions. - Ensure compliance with data protection and privacy laws during call monitoring and evaluation processes.

**Qualifications**:

- **Education**: Bachelor’s degree in Business, Communications, or a related field preferred.
**Experience**: Previous experience in a call center environment, customer service, or quality assurance role is highly desirable.
**Skills**: - Excellent listening and analytical skills. - Strong attention to detail and ability to provide constructive feedback. - Proficiency in using call monitoring systems and related software. - Good communication and interpersonal skills. - Ability to work independently and as part of a team.

Pay: From ₹10,000.00 per month

**Benefits**:

- Internet reimbursement

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Experience**:

- total work: 1 year (preferred)

Work Location: Remote

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