Call Quality Auditor

Job Title: Call Quality Auditor

Location: Gurgaon (Hybrid)

Company: Saarathee CRM Pvt Ltd

Employment Type: Full-Time

Role Summary:

The Call Quality Auditor will be responsible for conducting thorough and objective evaluations of voice calls and Customer Service Reports (CSRs) across our Sales and Service processes. The role involves monitoring calls, providing feedback, identifying performance trends, and collaborating with teams to implement training initiatives. The ideal candidate will be proactive, analytical, and have experience in quality assurance within the BPO industry.

Key Responsibilities:

1. Evaluate voice calls to ensure compliance with internal quality standards and client expectations.

2. Validate and analyze Customer Service Reports (CSRs) for accuracy, completeness, and adherence to guidelines.

3. Provide actionable, constructive feedback to agents via live call monitoring (call barging), weekly listening sessions, and one-on-one feedback sessions.

4. Identify recurring issues and suggest process improvements based on call and CSR analysis.

5. Work closely with team leaders and trainers to develop targeted coaching and training programs.

6. Generate sales scripts and performance-enhancement strategies to boost conversion and engagement.

7. Compile and present detailed Quality Assurance (QA) reports highlighting performance metrics, trends, and recommendations.

Qualifications:

• Graduation (Bachelor’s degree in any stream)

Preferred Experience:

• Minimum 1-2 years’ experience in a Quality Assurance role, preferably within a BPO environment.

• Experience auditing Sales Processes and contributing to measurable performance improvements.

Required Skills:

• Excellent communication (verbal & written) and interpersonal skills

• Strong analytical abilities with attention to detail

• Proficiency with call monitoring tools and QA evaluation techniques

• In-depth understanding of Sales and Customer Service best practices

• Ability to generate compelling sales scripts and performance feedback