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Adeptuz Management Solutions
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Call Quality Auditor

Call Quality Auditor

Adeptuz Management Solutions

1 - 2 years

|

2 - 3 Lacs

Posted:4 hours ago| Platform:

Apply

Skills Required

quality auditing bpo call quality auditing rca feedback call centre call calibration immediate fatal errors non-fatal errors

Work Mode

Hybrid

Job Type

Full Time

Job Description

Job Role:

As a Call Quality Auditor, you will be responsible for monitoring and evaluating customer service calls performed by agents
You will conduct detailed call quality audits, apply Root Cause Analysis (RCA), utilize 7QC tools, perform ACPT (Agent, Customer, Process, Technology) Analysis, and provide constructive feedback to agents aligned with client requirements
We are seeking candidates who have at least 1 year of prior experience in Call Quality Auditing within a BPO (mandatory)
Alternatively, experienced Customer Care Executives with strong call handling backgrounds and a good understanding of quality auditing are also encouraged to apply

Job Responsbilities:

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