Job Summary:
We are seeking a detail-oriented and analytical Call Auditor / Call Quality Analyst to monitor, evaluate, and improve the quality of customer interactions. The candidate will be responsible for auditing calls, ensuring compliance with company standards, identifying performance gaps, and supporting continuous process improvement.
Key Responsibilities:
- Monitor and audit inbound/outbound calls to ensure quality standards are met.
- Evaluate agent performance based on communication, process adherence, and customer handling.
- Prepare daily, weekly, and monthly quality reports.
- Identify trends, errors, and areas of improvement in customer interactions.
- Provide constructive feedback and coaching points to agents and team leaders.
- Ensure compliance with company policies, scripts, and service standards.
- Maintain accurate audit records and scorecards.
- Collaborate with training and operations teams for performance enhancement.
- Conduct call calibrations and quality review sessions.
- Support process improvement initiatives to enhance customer satisfaction.
Required Skills & Qualifications:
- Graduation in any discipline.
- 1–3 years of experience in Call Auditing, Quality Analysis, or BPO Quality.
- Strong listening, analytical, and observation skills.
- Excellent verbal and written communication.
- Good understanding of call center KPIs and quality parameters.
- Proficiency in MS Excel, reports, and documentation.
- Ability to provide actionable feedback professionally.
Preferred Qualities:
- Attention to detail
- Strong problem-solving skills
- Process-oriented mindset
- Team collaboration abilities
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
