# Job Description: Call Quality Auditor
The Call Quality Auditor is responsible for monitoring and evaluating customer service calls to ensure agents meet company quality standards, compliance requirements, and customer service expectations. The role involves providing constructive feedback, identifying coaching opportunities, and supporting continuous process improvement.
## Key Responsibilities
* Listen to and evaluate recorded and live customer calls.
* Assess agent performance based on predefined quality standards and scorecards.
* Monitor compliance with company policies, procedures, and regulatory requirements.
* Identify areas for improvement and provide detailed feedback to team leaders and agents.
* Prepare quality audit reports and maintain accurate audit records.
* Track quality trends and recommend process improvements.
* Work closely with operations and training teams to improve agent performance.
* Conduct calibration sessions to ensure consistent quality evaluations.
* Highlight recurring customer concerns and suggest solutions to enhance customer experience.
* Ensure confidentiality and accuracy while handling customer interactions.
## Required Skills & Qualifications
* High school diploma or bachelor's degree (preferred).
* Previous experience in quality auditing, customer service, or a call center environment.
* Strong listening and analytical skills.
* Excellent verbal and written communication skills.
* Attention to detail and the ability to evaluate calls objectively.
* Good knowledge of Microsoft Office and quality monitoring tools.
* Ability to provide constructive feedback and coaching recommendations.
* Strong time management and organizational skills.
Key Performance Indicators (KPIs)
* Number of calls audited per week/month.
* Accuracy and consistency of quality evaluations.
* Timely completion of audit reports.
* Improvement in agent quality scores.
* Compliance adherence rate.
* Contribution to customer satisfaction and service quality improvements.
If you are interested in this position. Kindly share me your resume on this no. - 9217306717
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹25,000.00 per month
Application Question(s):
- What's your current inhand salary ?
- Our budget is upto 25k inhand. Are you okay with that ?
Education:
- Higher Secondary(12th Pass) (Required)
Experience:
- Quality Auditor: 1 year (Required)
Location:
- Gurugram, Haryana (Required)
Work Location: In person
