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QHT Clinic
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Call Auditor

Call Auditor

QHT Clinic

3 years

3 - 4 Lacs

india

Posted:1 day ago| Platform:

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Skills Required

training monitoring compliance auditing score communication audit reports development management reporting coordination support coaching metrics presentation crm recording healthcare effectiveness

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview

The Call Auditor & Training Executive is responsible for monitoring call quality, ensuring compliance with company policies, identifying training needs, and delivering training to improve overall call performance and customer experience.

Key Responsibilities

Call Auditing / Quality Assurance

Monitor and evaluate inbound and outbound calls on a daily basis.
Ensure adherence to scripts, SOPs, compliance, and regulatory guidelines.
Score calls based on defined quality parameters.
Identify gaps in communication, product knowledge, and compliance.
Share audit reports, feedback, and improvement plans with stakeholders.

Training & Development

Conduct induction and refresher training for new and existing agents.
Deliver training on call handling, objection management, and soft skills.
Create and update training material, SOPs, and call scripts.
Conduct mock calls, role plays, and assessments.
Track post-training performance and effectiveness.

Reporting & Coordination

Maintain call audit records, training attendance, and performance metrics.
Work closely with operations and team leaders for continuous improvement.
Support coaching sessions and corrective action plans.

Skills & Competencies

Strong communication and listening skills
Good understanding of call center metrics and QA processes
Training and presentation skills
Attention to detail and analytical mindset
Working knowledge of CRM and call recording tools

Qualifications & Experience

Graduate in any discipline (preferred)
1–3 years of experience in Call Auditing / QA / Training role
Experience in healthcare, sales, or customer support is an advantage

Key Performance Indicators (KPIs)

Call quality scores improvement
Reduction in repeat errors and compliance deviations
Training effectiveness and agent performance uplift

Skills: auditing,sales,training

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