Call Quality Auditor

Job Description

Company Overview CGvak Software Exports is a leading software solutions provider based in India, dedicated to delivering high-quality applications and services to our clients. Our mission is to innovate and enhance business processes through technology, while fostering a culture of excellence, integrity, and teamwork. We embrace a collaborative work environment where every employee is valued and empowered to contribute their best. Job Title: Call Quality Auditor Location: On-Site, India Role Responsibilities Evaluate customer interactions to ensure adherence to quality standards. Provide constructive feedback and coaching to customer service agents. Analyze call recordings and documents for compliance and effectiveness. Develop and implement quality assessment criteria. Collaborate with team leads to identify training needs and areas for improvement. Prepare and present quality audit reports to management. Monitor call handling metrics to assess team performance. Ensure consistency in call quality across teams. Participate in ongoing quality calibration sessions. Assist in the development of training materials and programs. Track and report on quality trends and insights. Support process improvements and efficiency practices. Maintain up-to-date knowledge of company products and services. Conduct regular audits to ensure compliance with company policies. Foster a culture of quality consciousness among team members. Qualifications Bachelor's degree in a relevant field. 2+ years of experience in quality assurance or auditing. Strong understanding of customer service processes. Proficient in using call recording and quality evaluation tools. Excellent verbal and written communication skills. Ability to work collaboratively in a team-oriented environment. Strong analytical and problem-solving abilities. Detail-oriented with a focus on precision and accuracy. Able to manage multiple tasks effectively. Experience in coaching and mentoring team members. Knowledge of best practices in customer service audit processes. Familiarity with process improvement methodologies. Proficient in Microsoft Office Suite. Ability to work independently and take initiative. Commitment to maintaining high quality standards. Flexibility to adapt to changing priorities and demands. Skills: compliance,call recording tools,call quality,microsoft office suite,problem-solving,report writing,analytical skills,customer service,coaching and mentoring,time management,customer service processes,auditing,process improvement methodologies,communication skills,attention to detail,quality evaluation tools,process improvement,quality assurance Show more Show less