Quality Assurance

As a Call Auditor, your main responsibility will be to evaluate and monitor both inbound and outbound calls to ensure that they meet the company's standards, procedures, and customer service quality benchmarks. You will be assessing agents" performance, providing feedback, and actively contributing to continuous improvement initiatives aimed at enhancing customer satisfaction. Your key responsibilities will include monitoring and evaluating customer interactions such as calls, chats, or emails for quality assurance purposes. You will need to assess agent performance against internal standards, scripts, and compliance regulations. Providing detailed and constructive feedback to the Managing Director will be crucial in this role. Additionally, you will be expected to identify trends, patterns, and areas for improvement in customer service delivery and work closely with training and operations teams to address any performance gaps that may arise. In order to ensure scoring consistency, you will be required to prepare quality reports and participate in calibration sessions. Keeping accurate records of audit results and recommendations will also be part of your duties. Your support in the development and implementation of quality improvement initiatives within the organization will be vital to the success of the team. This is a full-time, permanent position that offers benefits such as cell phone reimbursement, provided food, health insurance, paid sick time, and Provident Fund. The schedule for this role will involve day and morning shifts, with a yearly bonus included. The ideal candidate for this role will have a Bachelor's degree, with proficiency in English, Malayalam, Tamil, and Hindi being preferred. Proficiency in Tamil, Malayalam, and Hindi is required. The work location for this position is in person, and the application deadline is 31/05/2025, with an expected start date of 02/06/2025.,