Audit Specialist
2 weeks ago
Role Overview:
We are looking for a Quality Analyst (Call Audit) to evaluate, monitor, and improve the quality of academic counsellor and customer interactions.
Roles and Responsibilities:
- Conduct phone call assessments for language, product and process for the sales agents.
- Conduct one on one and documented feedback sessions with the sales agents.
- Create action plans for sales agents based on the assessments.
- Conduct training classes on the process to ensure sales agents follow the company requirements while on a call.
- Created call scripts for sales agents based on the best practice methods to ensure the information provided to the customers are accurate and per the company standards.
- Prepare daily call reports for all the sales agent.
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