Senior Call Quality Auditor Quality Coach

3 days ago

Bengaluru, Karnataka, India Adeptuz Management Solutions Full time

Job Role:

The Senior Call Quality Auditor cum Trainer will primarily focus on auditing customer interactions to ensure SLA compliance, with a secondary focus on training new joiners and batches. This role dedicates 80% to auditing call interactions and 20% to training new joiners and batches to meet client standards. The job requires the candidate to perform call quality audits for the calls handled by the customer service agents, and further perform RCA (Root Cause Analysis), 7QC Tools, ACPT Analysis, and provide the feedback to the agents for the parameters, as per the requirement from the client, in addition to training new joinees.

Job Responsbilities:

01) Fixed Day Shift: The process has fixed day shift timings.

02) Call Monitoring/Auditing: Conduct thorough call monitoring/auditing for the calls handled by the customer care agents and share the detailed feedback of monitored calls.

03) Parameter Evaluation: Assess calls for accuracy, professionalism, and resolution effectiveness, delivering actionable insights for improvement.

04) Monitor KPIs such as CSAT, First Call Resolution (FCR), and Average Handling Time (AHT).

05) KPI Monitoring: Track critical performance metrics such as Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).

06) Deliver training programs to new joiners and existing batches to improve communication and process knowledge.

07) Scoring and Documentation: Accurately Fill out call auditing forms by scoring all relevant parameters.

08) 7QC Tools Proficiency: Utilize 7QC tools like Pareto charts and histograms effectively for quality analysis.

09) Root Cause Analysis (RCA) & ACPT Analysis: Perform in-depth Root Cause Analysis and ACPT (Agent, Customer, Process, and Technology) Analysis to identify to identify the cause of customer dissatisfaction on the call.

10) Fatal and Non-Fatal Errors: Have good knowledge of fatal and non-fatal errors/parameters for the monitored calls.

11) Call Calibration Sessions: Actively participate in joint call calibration sessions to ensure consistency in quality assessments.

12) Understand and gauge the communication level and professionalism level of the agent on the call while auditing.

13) Coordinate and facilitate call calibration sessions for agent whenever required.

14) Mentor junior auditors to enhance team performance and quality standards.

Required Key Skills / Desired Experience:

01) Educational Qualification: Graduate in any discipline from a recognized university.

02) Work Experience: 3 to 4 Years in a Voice Call Quality Auditing process in BPO is must.

03) Proficiency in call auditing tools (e.g., NICE, Verint) and MS Office (Excel, PowerPoint).

04) Notice Period: Candidates who can join immediately or in 7 to 10 or 15 days would be considered favorably.

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