Call Auditor

Quality Analyst role:

Must have 2 years experience into Call quality and accuracy

Job Description:

· Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.

· Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.

· Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add.

· Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work.

· Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.

· Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.

Requirements:

· Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO.

· Strong reading and writing skills in Hind and English are required.

· Excellent English communication skill is required.

· Experience as a Quality Analyst responsible for supporting customers on email and chat channels is highly advantageous.

· Ideally but not limited to, a Bachelor’s degree in Business Administration, Finance/ Economics, Communication

· Advantageous if you have working experience in the finance industries or BPO supporting financial clients.

· Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills.

· No problem working on site and rotational shifts if necessary.

Benefits:

· performance-based incentives

· Training provided

· Career growth opportunities

· Friendly work environment

· Refer them and earn a Referral Bonus once they join!

Please share resumes to immediate joiners are required.

Job Type: Full-time

Pay: ₹14,186.32 - ₹30,169.75 per month

Benefits:

• Paid sick time

Work Location: In person