Call Quality (Call Center)

As a Quality Auditor, you will be responsible for conducting quality audits on calls in Marathi/Hindi language at Koperkhairane, Navi Mumbai. Your primary role will involve providing feedback to agents based on the audit findings, conducting compliance and quality checks, and ensuring timely reporting. You will play a crucial part in driving continuous improvement by making recommendations and implementing improvement initiatives to enhance quality management processes. Your key responsibilities will also include strengthening the quality management framework to improve the overall quality delivery, ensuring efficient data management for all deliverables to be readily accessible without any delay, and participating in internal and external calibrations to ensure consistent scoring and feedback delivery approach. To excel in this role, you should have a minimum of 6 months of experience in a BPO/call center as a Quality Auditor. It is essential to have a strong understanding of the audit and coaching process, along with excellent verbal and written communication skills. Proficiency in MS Excel, PowerPoint presentations, and reporting knowledge is also required to effectively carry out your responsibilities. Join our team and contribute to maintaining high-quality standards while driving continuous improvement in our quality management processes.,