Job Summary
We are looking for a detail-oriented Telecalling Auditor to monitor, evaluate, and improve the quality of telecalling interactions. The ideal candidate will review recorded calls, assess agent performance, ensure compliance with company standards, and provide constructive feedback to enhance customer service and sales effectiveness.
Key Responsibilities
- Listen to and evaluate inbound and outbound customer calls.
- Monitor call quality based on predefined quality parameters.
- Ensure compliance with company policies, processes, and regulatory requirements.
- Identify areas for improvement and provide feedback to telecalling agents and team leaders.
- Prepare quality audit reports and maintain accurate audit records.
- Track performance trends and recommend process improvements.
- Collaborate with training and operations teams to improve call quality.
- Highlight critical customer issues and escalate them when necessary.
- Maintain confidentiality of customer and company information.
Required Skills & Qualifications
- Bachelor's degree in any discipline (preferred).
- Multilingual language (Hindi, Telugu, Kannada) (preferred).
- 2–5 years of experience in telecalling, customer service, or quality auditing.
- Strong listening, analytical, and communication skills.
- Good knowledge of MS Excel and reporting tools.
- Attention to detail and the ability to provide objective evaluations.
- Ability to work independently and meet deadlines.
- Experience in BPO, customer support, or sales quality auditing.
- Knowledge of call monitoring and quality management tools.
- Strong coaching and feedback skills.
Key Performance Indicators (KPIs)
- Number of calls audited per day/week.
- Accuracy and consistency of quality evaluations.
- Timely submission of audit reports.
- Improvement in agent quality scores.
- Compliance with quality and process standards.
Interested candidates send your resume to
+91-89258 75300/[email protected]
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
