Quality Analyst/Controller - Call Audit

As a Quality Analyst/Controller specializing in Call Audit, you will play a crucial role in maintaining our dedication to delivering outstanding customer service. Your primary responsibility will involve monitoring and evaluating the quality of customer service interactions, predominantly through phone calls. We are a dynamic business consulting and product innovation company that empowers our clients to enhance customer satisfaction and loyalty by optimizing the customer experience. Our vision is centered around simplifying and enhancing customer experience through innovative CX models, utilizing the synergy of digitization and human intelligence. In this role, you will be responsible for assessing and controlling the quality of call agents" performance based on predefined metrics such as communication skills, product knowledge, adherence to scripts, and compliance with company policies. Your valuable input will be crucial in providing constructive feedback to call agents derived from audit results, aiming to assist them in enhancing their performance and ultimately improving customer satisfaction. A key aspect of your role will involve preparing comprehensive reports that outline audit findings, trends, and areas for improvement. These reports will be shared regularly with the management team to facilitate decision-making and strategic planning. Furthermore, you will collaborate with cross-functional teams to identify and implement process improvements that can elevate the overall quality of customer interactions. Ensuring compliance with legal and regulatory requirements in all customer service activities will be a critical part of your responsibilities. Additionally, incorporating customer feedback into the quality assessment processes will be essential to drive continuous improvement and align service delivery with customer expectations. To excel in this role, you should possess proven experience in quality analysis and call auditing, preferably within a customer service environment. Strong communication skills, both written and verbal, are essential, along with a sound understanding of relevant industry regulations and compliance standards. Proficiency in using Microsoft Office suite (Word, Excel, PowerPoint) will be advantageous in executing your responsibilities effectively. Join us in this exciting opportunity as a Quality Analyst/Controller - Call Audit on a full-time basis in Bengaluru, Pune, or Jaipur. Immediate availability to join is preferred, and there are multiple openings available. If you are passionate about driving quality excellence in customer service and possess the requisite skills and experience, we welcome you to be a part of our innovative team.,