Call Auditor

Job Title: Call Auditor

Department: Operations

Location: Vijayawada

Company: Codegnan IT Solutions

About Codegnan: Codegnan is a leading EdTech institute empowering students with industry-relevant skills in AI, Machine Learning, Full Stack Development, and other cutting-edge technologies. We bridge the gap between education and employment by building strong corporate partnerships and ensuring our learners achieve successful career placements.

Role Overview: We are looking for a Call Auditor to evaluate and enhance the quality of communication between our sales, support, and academic teams and our learners. The role involves listening to recorded calls, identifying training needs, ensuring process compliance, and providing actionable feedback to improve customer experience.

Key Responsibilities:

• Listen to inbound and outbound calls made by sales and support teams.
• Evaluate calls based on pre-defined quality parameters (communication, product knowledge, empathy, compliance, etc.)..
• Prepare detailed quality reports and highlight improvement areas.
• Share constructive feedback with team members and management.
• Identify recurring issues or process gaps and suggest improvements.
• Collaborate with team leaders to ensure consistent quality standards.
• Maintain call audit records and participate in calibration sessions.
• Support training initiatives by identifying communication skill gaps.

Requirements:

• Bachelor's degree in any discipline (preferred: Business, Communication, or related field).
• 1–3 years of experience in call auditing, quality analysis, or customer support.
• Excellent listening, analytical, and communication skills.
• Strong attention to detail and ability to provide objective feedback.
• Familiarity with CRM systems and call recording tools.
• Proficiency in MS Excel or Google Sheets for reporting.

Preferred Skills:

• Experience in EdTech, IT training, or student counseling domains.
• Knowledge of QA scorecards and audit frameworks.
• Ability to multitask and work in a fast-paced environment.

What We Offer:

• Friendly and collaborative work environment.
• Flexible working hours.
• Opportunities for growth and skill development.
• Annual performance-based hikes.