Call Auditor - Quality

Zenplus

1 - 3 years

1 - 2 Lacs

patna

Posted:7 hours ago| Platform:

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Skills Required

quality audit call monitoring call quality feedback audit report excel reporting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

Call Monitoring:
Listen to live or recorded calls to assess how agents handle customer interactions.
Performance Evaluation:
Score agents based on specific metrics, such as communication skills, product knowledge, adherence to scripts, and professionalism.
Compliance Checks:
Ensure that customer service interactions comply with legal, regulatory, and internal company policies.
Feedback and Coaching:
Provide constructive and actionable feedback to agents to help them improve performance and address identified weaknesses.
Reporting and Analysis:
Document audit findings, identify trends, and prepare detailed reports for management to highlight strengths and areas for improvement.
Process Improvement:
Collaborate with other teams to suggest process improvements that can enhance the overall quality of customer interactions.

Essential Skills and Qualifications

Strong Attention to Detail:
Crucial for accurately evaluating calls and identifying subtle issues.
Communication Skills:
Necessary for providing clear and constructive feedback to agents and communicating findings to management.
Customer Service Experience:
Familiarity with customer service environments and best practices is highly beneficial.
Analytical Skills:
Ability to analyze call data, identify trends, and translate findings into actionable insights.
Quality Assurance Knowledge:
Experience in quality analysis and call auditing.
Computer Proficiency:
Skills in using CRM systems and other tools for recording and analyzing calls. Proficient in using MS Excel.

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