Quality Auditor

1 month ago


New Delhi, India Hindustan Recruitment Full time

Key Responsibilities:


Call Evaluation:

Listen to recorded or live customer service calls to evaluate and assess

agent performance.

Analyze calls against predefined quality metrics and standards.

Identify areas where agents excel and areas that need improvement.

Quality Assessment:

Develop and maintain a standardised evaluation process to measure call

quality.

Score calls based on predefined criteria, such as adherence to scripts,

professionalism, accuracy, and resolution of customer issues.

Provide objective feedback to customer service representatives to help

them improve their performance.

Feedback and Coaching:

Conduct regular feedback sessions with agents to discuss call evaluation

results.

Provide constructive feedback and coaching to help agents enhance

their skills and meet performance goals.

Collaborate with supervisors and managers to create individual

improvement plans for underperforming agents.

Data Analysis: Analyse call quality data and trends to identify recurring issues or

training needs.

Prepare reports and summaries of findings to share with management

and stakeholders.

Process Improvement:

Collaborate with training teams to develop and update training materials

and programs.

Participate in the development of new processes and best practices to

enhance overall call quality.

Compliance and Documentation:

Ensure that agents comply with company policies, procedures, and

industry regulations.

Maintain detailed records of call evaluations and feedback sessions.

Continuous Learning:

Stay updated on industry trends and best practices in call center quality

assurance.


Required Skills & Responsibilities:

Detail-oriented

Active listening

Fault finding and gap analysis skills

Honesty

Integrity

Coaching skills

Minimum 2 years of experience in audit at the BPO level for chat, email,

and calls.



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