Call Auditor

As a Quality Assurance Specialist, you will be responsible for monitoring live and recorded calls to evaluate the quality of service being provided. Your role will involve assessing agent performance against defined quality parameters such as script adherence, soft skills, and compliance. You will meticulously document your findings and offer actionable feedback to both supervisors and agents. In this position, you will have the opportunity to identify trends, issues, and areas for improvement in processes or training. Collaboration with the Quality Assurance and Training teams will be essential to ensure that audit standards are aligned across the board. You will also play a key role in developing and refining call evaluation scorecards and quality guidelines. Preparing regular reports and summaries of audit results will be a crucial aspect of your responsibilities. Your commitment to ensuring that all customer interactions meet regulatory and company standards, including data privacy and compliance, will be paramount. This is a full-time position with a morning shift schedule. The work location will be in person.,