On-site
Full Time
· Audit inbound and outbound calls using AI QA platforms.
· Leverage AI features like speech-to-text, sentiment analysis, and compliance tagging to evaluate calls.
· Prepare audit reports, dashboards, and highlight quality trends.
· Provide structured feedback to agents and supervisors.
· Identify gaps in service delivery, compliance, and customer handling.
· Partner with Training & Operations teams to implement improvements.
· Bachelor’s degree in any discipline.
· 1–3 years of call auditing / quality assurance experience in BPO/Customer Service.
· Hands-on knowledge of AI QA tools (Rezo.ai, Observe.AI, NICE, CallMiner, or similar).
· Strong analytical, listening, and reporting skills.
· Proficiency in MS Excel and audit reporting.
· Excellent communication and attention to detail.
· Exposure to multilingual call auditing.
· Experience in customer experience analytics and automation.
· Certification in AI/ML applications for business operations.
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