Call Quality Analyst

Job Description

A Call Quality Auditor at a call center evaluates the quality of customer interactions to ensure they meet company standards and objectives. They assess agent performance, verify issue resolution, and check adherence to protocols. Their work helps identify areas for improvement, optimize agent behavior, and ultimately enhance customer satisfaction Responsibilities of a Call Quality Auditor: Monitoring Calls: Auditors listen to and analyze recorded calls to evaluate agent performance against set criteria. Evaluating Agent Performance: They assess factors like communication skills, accuracy, efficiency, and adherence to company policies. Identifying Areas for Improvement: Auditors pinpoint areas where agents may need additional coaching or training. Providing Feedback: They offer constructive feedback to agents to help them improve their performance and achieve optimal call handling. Ensuring Compliance: They ensure agents adhere to established guidelines, policies, and compliance standards. Contributing to Quality Improvement: Auditors help identify trends and patterns in call data to inform training programs and process improvements. Assessing Issue Resolution: They verify that customers' issues are being resolved effectively and efficiently. Improved Customer Satisfaction: By ensuring agents provide high-quality service, call quality audits help improve customer satisfaction and loyalty. Enhanced Agent Performance: Feedback and coaching based on audit results help agents develop their skills and improve their overall performance. Reduced Errors and Costs: By identifying and addressing issues early on, call quality audits can reduce errors and improve operational efficiency. Compliance with Standards: Regular audits help ensure that call center operations are compliant with industry standards and regulations. Optimized Processes: Audits can help identify areas where processes can be streamlined and optimized for greater efficiency. Job Type: Full-time Pay: Up to ₹33,000.00 per month Benefits: Cell phone reimbursement Provident Fund Schedule: Day shift Supplemental Pay: Overtime pay Performance bonus Language: Telugu (Preferred) Work Location: In person Speak with the employer +91 8778288241 Expected Start Date: 14/06/2025