Quality analyst/call Auditor

As a Call Quality Auditor, your primary responsibility will be to monitor and evaluate both inbound and outbound calls to maintain the company's standards of quality, accuracy, and professionalism. You will play a crucial role in providing feedback, identifying training needs, and contributing to the continuous improvement of customer interactions. Key Responsibilities: - Listen to and evaluate recorded and live calls to ensure quality, accuracy, and compliance with scripts and guidelines. - Identify opportunities for improvement in communication, process adherence, and customer interactions. - Prepare detailed quality reports and share them with team leaders and management. - Offer constructive feedback and coaching suggestions to team members to enhance their performance. - Maintain accurate records and documentation of quality audits. - Collaborate with training and operations teams to improve agent performance. - Develop and update quality monitoring forms and standards as necessary. - Monitor performance trends and recommend process or policy enhancements. - Ensure adherence to company policies, privacy guidelines, and industry standards. Skills & Qualifications: - Bachelor's degree in any discipline is preferred. - Minimum of 3 years of experience in a quality monitoring or call auditing role, preferably within a BPO, wellness, or customer service environment. In this full-time role, you will be expected to work in person at the specified location. As a Call Quality Auditor, your primary responsibility will be to monitor and evaluate both inbound and outbound calls to maintain the company's standards of quality, accuracy, and professionalism. You will play a crucial role in providing feedback, identifying training needs, and contributing to the continuous improvement of customer interactions. Key Responsibilities: - Listen to and evaluate recorded and live calls to ensure quality, accuracy, and compliance with scripts and guidelines. - Identify opportunities for improvement in communication, process adherence, and customer interactions. - Prepare detailed quality reports and share them with team leaders and management. - Offer constructive feedback and coaching suggestions to team members to enhance their performance. - Maintain accurate records and documentation of quality audits. - Collaborate with training and operations teams to improve agent performance. - Develop and update quality monitoring forms and standards as necessary. - Monitor performance trends and recommend process or policy enhancements. - Ensure adherence to company policies, privacy guidelines, and industry standards. Skills & Qualifications: - Bachelor's degree in any discipline is preferred. - Minimum of 3 years of experience in a quality monitoring or call auditing role, preferably within a BPO, wellness, or customer service environment. In this full-time role, you will be expected to work in person at the specified location.