Job Description – Call Quality Auditor
Department: Operations / Quality Assurance
Designation: Call Quality Auditor
Reporting To: Manager – Operations / Quality
Job Summary
The Call Quality Auditor will be responsible for monitoring, evaluating, and improving the quality of customer interactions conducted by telecallers and customer support teams. The role involves auditing calls, identifying improvement areas, ensuring compliance with organizational standards, and providing actionable feedback to enhance overall service quality.
Key Responsibilities
· Listen to and evaluate inbound and outbound calls as per defined quality parameters.
· Conduct regular call audits and maintain audit records.
· Provide detailed feedback and coaching inputs to agents and team leaders.
· Identify process gaps, compliance issues, and customer experience concerns.
· Prepare daily, weekly, and monthly quality reports and dashboards.
· Track quality scores and recommend corrective actions for improvement.
· Ensure adherence to scripts, SOPs, and organizational guidelines.
· Collaborate with Operations and Training teams to improve performance.
· Analyze recurring customer concerns and suggest process enhancements.
· Support calibration sessions and quality review meetings.
Required Qualifications
· Graduate in any discipline.
· Prior experience in Call Quality, Customer Service, Telecalling, or Quality Assurance preferred
Minimum 3 year's of experience.
· Strong communication and analytical skills.
· Good knowledge of MS Excel, Word, and reporting tools.
Skills & Competencies
· Attention to detail
· Call monitoring and evaluation
· Data analysis and reporting
· Problem-solving ability
· Coaching and feedback skills
· Time management and multitasking
· Customer-centric approach
Key Performance Indicators (KPIs)
· Number of calls audited
· Quality score improvement
· Compliance adherence percentage
· Feedback closure and action tracking
· Reporting accuracy and timeliness
Pay: ₹15,161.15 - ₹30,440.00 per month
Work Location: In person
