Department: Quality Control / Operations
Location: Kochi, Kerala
Employment Type: Full-Time
Experience :2–3 years
Job Summary
We are looking for a Quality Inspector – Customer Communication & CRM to monitor customer interactions, call recordings, CRM updates, follow-ups, documentation, and process compliance across the organization. The role will ensure professional communication, accurate information, timely follow-ups, proper documentation, and adherence to company SOPs.
Key Responsibilities
- Monitor and evaluate recorded customer calls for professionalism, accuracy, communication quality, and proper information sharing.
- Verify that staff correctly explain programs/services, fees, timelines, agreements, refund terms, and next steps.
- Identify false promises, misleading information, unauthorized commitments, and communication issues.
- Audit CRM records to ensure accurate remarks, customer status, follow-up dates, and next actions are properly updated.
- Monitor pending and overdue customer follow-ups and ensure timely customer updates.
- Conduct random audits of customer files, CRM records, calls, WhatsApp/email communication, and follow-up records.
- Check compliance with agreements, departmental SOPs, company policies, and management instructions.
- Prepare daily/weekly call monitoring reports, CRM compliance reports, follow-up reports, staff-wise quality scores, department-wise reports, and monthly quality reports.
- Identify recurring errors, process gaps, and customer service issues and recommend corrective actions and training.
- Immediately escalate serious complaints, false commitments, incorrect information, unauthorized refund commitments, CRM manipulation, repeated follow-up failures, and major SOP violations.
- Maintain confidential quality and performance records.
Quality Parameters
Evaluate professionalism, accuracy, customer requirement understanding, communication, fee/payment information, agreement/refund communication, call handling, CRM accuracy, follow-up compliance, documentation, complaint escalation, and SOP compliance.
Requirements
- Graduate in any discipline.
- 2–3 years of experience in Quality Control, Customer Service, CRM, Call Monitoring, BPO, Sales Audit, Administration, or similar roles.
- Experience in Migration, Recruitment, Education, Travel, Consultancy, or Customer Service will be an advantage.
- Good knowledge of MS Excel and CRM systems.
Key Skills
Excellent communication and listening skills, analytical ability, attention to detail, CRM knowledge, Excel skills, reporting skills, process auditing, documentation, unbiased approach, confidentiality, and ability to provide corrective feedback.
Pay: ₹15,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
Work Location: In person
