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7 Call Auditing Jobs

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1.0 - 5.0 years

1 - 4 Lacs

Bengaluru

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Job Overview: The Quality Analyst for Sales Calls is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales representatives or agents. The primary goal is to ensure that sales calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes. Key Responsibilities: Monitor and Evaluate Calls: Listen to and evaluate recorded sales calls to ensure adherence to company scripts, policies, and quality standards. Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism. Provide Feedback: Provide constructive feedback to sales agents, highlighting strengths and areas for improvement. Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes. Reporting and Documentation: Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction. Create regular performance reports for sales team managers, highlighting areas for training or improvement. Compliance and Process Improvement Key skills & Qualification: Experience: Prior experience in a call center, sales, or quality assurance role preferred. Familiarity with sales processes and understanding of sales goals and KPls. Analytical Skills: Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales calls. Ability to analyze data and create actionable insights for sales teams. Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. Problem-Solving: Strong problem-solving skills to identify root causes of performance issues and suggest improvements. Technical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)

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5.0 - 10.0 years

1 - 5 Lacs

Bengaluru

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Job Description: Thank you for your interest in the trainer position. As part of the selection process, we would like you to prepare a 10 to 15-minute virtual presentation on the following topic: Handling Difficult Calls How to Effectively Manage Calls with Upset or Dissatisfied Customers. We encourage you to be creative and demonstrate your ability to engage your audience while delivering the content. Since this role involves training customer service agents, we will be evaluating not only your knowledge of the topic but also your presentation and facilitation skills. Presentation Guidelines: • The presentation must be conducted in English and delivered virtually. • Ensure that your approach is engaging and interactive. Submit any supporting materials (slides, handouts, or other training aids) at least 12 hours before your scheduled presentation date. This presentation is the first phase of the selection process. Please confirm your availability and let us know if you have any questions. 15 minutes for them to present and 30 minutes for the interview: total 45 minutes Responsibility Statements Conducts training classes for employees on the features and operation of products and technology, client tools, processes, including basic soft skills. Responsible for design and update of basic level training materials and courses based on client or internal needs. Organizes training content in a clear sequence for delivery. Works with subject matter experts to keep content current and effective. Reviews and prepares training resources and materials to deliver classes. Collects training feedback from participants. Conducts "train the trainers" sessions, as necessary. Analyzes, produces, and distributes training reports. Guides other trainers and assigns tasks. Performs other duties as assigned Complies with all policies and standards

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2 - 4 years

0 - 3 Lacs

Bengaluru

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Job Overview: As Quality Analyst for at Vindhya, you will play a crucial role in ensuring that all customer interactions are of the highest quality and meet the company's standards. Your primary responsibility will be to monitor, evaluate, and provide feedback on customer interactions handled by the agents. Your aim will be to improve overall customer experience, agent performance, and adherence to organizational guidelines. Responsibilities: Call Monitoring and Evaluation: Performance Analysis: Training and Coaching Reporting and Documentation Root Cause Analysis: Continuous Improvement: Calibration Sessions: Qualifications: 1. Bachelor's degree or PUC with an equivalent experience as a Quality Analyst. 2. Proven experience as a Quality Analyst or a similar role in a BPO environment. 3. Excellent listening, analytical, and problem-solving skills. 4. In-depth knowledge of customer service principles and practices. 5. Familiarity with relevant call center software and/or tools as applicable. 6. Strong attention to detail and ability to multitask effectively. 7. Outstanding communication skills, both written and verbal. 8. Ability to provide constructive feedback in a positive and encouraging manner. 9. Flexibility to adapt to changing business needs and priorities. 10. A customer-centric mind set with a commitment to delivering exceptional service. Working place and Hours: 1. Work place: Vindhya Head Office Rajaji Nagar, Bangalore 2. General Shift: 9.30AM -6.30PM 3. Days: Monday to Saturday

Posted 1 month ago

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6 - 11 years

10 - 15 Lacs

Coimbatore

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The goal of the project is to develop policies and procedures, train and implement the same within the organisation. You will focus on: How to Maintain and develop internal support and call center quality standards; How to manage support agents (calls, emails, chat, etc) Assess support interactions based on internal standards Accompany evaluations with meaningful and constructive feedback Analyze all customer service metrics Create strategies to improve support KPIs Help agents improve their performance with specific instructions Map the need for training and onboarding programs and initiate these projects Requirements: Experience in the customer service space; Proven track record of analytical skills; Hands-on experience in quality assurance; Great people skills and ability to communicate feedback; Good organizational skills, knowledgeable of goal-setting practices; Problem-solving capabilities to create meaningful strategies to improve support quality.

Posted 2 months ago

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4 - 6 years

4 - 8 Lacs

Noida

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Job Description Duties: You will work with and train Users and Technical Lead experts and empower them to create new and existing Digital Campaigns Experiences and will be at the center of technological and creative innovation in the digital age. Interested candidates can share their resume with shanti.t@twsol.com

Posted 2 months ago

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3 - 7 years

3 - 7 Lacs

Noida

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Summary : The Customer Experience Analyst conducts transaction monitoring of frontline agents' calls, emails, chat and does root cause analysis to help operations in driving the consistency of quality assurance and excellent customer experience needed to maintain client confidence and loyalty. He or she also helps the Customer Experience Team Lead/Manager in business presentations, WBRs and CE onboarding activities. Job Responsibilities : Problem Solving & Continuous Improvement Identify areas for improvement in the customer experience and develop action plans to address them. Work collaboratively with cross-functional teams to implement customer-focused solutions and improvements. Monitor and evaluate the effectiveness of implemented changes and continuously seek opportunities for further enhancements. Stakeholder Management : Collaborate with internal stakeholders customer service teams, to ensure a unified approach to customer experience. Communicate complex analytical findings and insights to non-technical stakeholders in a clear and actionable manner.

Posted 3 months ago

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1 - 4 years

2 - 3 Lacs

Gurgaon

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Call Auditing and makes a Report accordingly. Aware about the Quality Tools & Pivot Table. Sales Background Must have a minimum 1 year experience BPO Background is mandatory.

Posted 3 months ago

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