Quality Analyst/Controller - Call Audit

As a Quality Analyst/Controller - Call Audit, you will play a critical role in upholding the commitment to excellence in customer service. You will be responsible for monitoring and assessing the quality of customer service interactions, primarily through phone calls. - Evaluate call agents" performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies. - Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction. - Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team. - Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions. - Ensure that all customer service activities comply with legal and regulatory requirements. - Incorporate customer feedback into quality assessment processes. Requirements: - Proven experience in quality analysis and call auditing, preferably in a customer service environment. - Excellent communication skills, both written and verbal. - Knowledge of relevant industry regulations and compliance standards. - Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).,