Quality Analyst/Controller

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. Key Responsibilities: - 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. Qualifications Required: - 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). Join us in this exciting opportunity to be a part of a business consulting and product innovation company that empowers clients to enhance customer satisfaction and loyalty by leveraging the customer experience. Our vision is "to make customer experience simple yet effective by innovative CX models, utilizing the power of digitization and human intelligence." Location: Bengaluru/Pune/Jaipur Experience: 6 months - 1 year Availability: ASAP Number of Openings: 10+,