Call Quality Auditor

As a Call Quality Auditor at our company, your role will involve monitoring, evaluating, and scoring inbound and outbound calls to ensure quality standards and compliance are met across various parameters. You will be responsible for listening to live and recorded calls, assessing communication, compliance, product knowledge, and call etiquette, and providing constructive feedback to agents/team leads for performance improvement. Additionally, you will identify trends, gaps, and training needs from audit insights, maintain audit reports, and share regular updates with the management team. Coordination with QA/Training teams to align feedback and suggest improvements to scripts and customer interaction flows will also be part of your responsibilities. Key Responsibilities: - Listen to live and recorded calls to evaluate agents on predefined quality parameters. - Assess communication, compliance, product knowledge, and call etiquette. - Provide constructive feedback to agents/team leads for performance improvement. - Identify trends, gaps, and training needs from audit insights. - Maintain audit reports and share regular updates with the management team. - Coordinate with QA/Training teams to align feedback and improve processes. - Suggest improvements to scripts and customer interaction flows. Qualification Required: - Prior experience in call auditing / quality analysis preferred (min 1 year). - Strong listening, analytical, and reporting skills. - Good command of English and Hindi. - Familiarity with CRM/call monitoring tools is a plus. - High attention to detail and ability to work independently. - Must be comfortable with a 6-day working schedule. If you fit the profile described above, we look forward to connecting with you! To apply, please drop your CV at Mansi.yadav@goodveda.com. The location for this position is Noida sector 63 with a salary range of 18-20k in-hand per month.,